# Alchemer study says customers expect faster responses when companies use AI

Digest AI · Marketing & Small Business · published 2026-10-02T12:15:00Z

Canonical: https://digestai.news/story/alchemer-study-says-customers-expect-faster-responses-when-companies-u

## Summary

According to Alchemer’s “2026 AI & Customer Expectations Study,” nearly six in 10 consumers say knowing a company uses AI makes them expect faster responses. The study surveyed 2,009 U.S. consumers. 89% say AI has hurt their experience with a company in at least one way.

Nearly 30% expect feedback to be acknowledged within 24 hours, and 16% expect acknowledgment immediately. The biggest complaint, at 44%, is difficulty reaching a person when needed, even though AI aims to reduce human involvement.

Customers also complain that AI often fails to understand their needs.

## Key points

- Nearly six in 10 consumers expect faster responses when a company uses AI.
- 89% of respondents say AI has hurt their experience with a company.
- 44% of respondents say difficulty reaching a person is the biggest complaint.

## Why it matters

The findings highlight a growing gap between AI‑driven speed and customer satisfaction, urging firms to balance automation with reliable human support to avoid alienating users.

## Sources

1. [AI is making customers expect more and tolerate less](https://martech.org/ai-is-making-customers-expect-more-and-tolerate-less) (MarTech, 2026-10-02)

## Cite

Digest AI, "Alchemer study says customers expect faster responses when companies use AI", 2 October 2026, https://digestai.news/story/alchemer-study-says-customers-expect-faster-responses-when-companies-u

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