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# Help define what's happening with AI  in customer support
- URL: https://www.customersuccesscollective.com/ai-customer-support-leaders-survey/
- Published: 2026-06-03T13:22:59.000Z
- Updated: 2026-07-01T11:16:13.000Z
- Description: We're building the 2026 AI for Customer Support Leaders Report – the first industry report to capture what's actually happening inside support teams as AI rewrites the playbook. But we need your help to create it.
- Author: Grace Gupta
- Tags: Customer support, AI and automation

The ground is moving fast. Deflection rates that sounded impossible a year ago are now table stakes. Metrics built for a pre-AI world are quietly breaking. Support leaders deserve a clearer picture than that. 

We're building the **2026 AI for Customer Support Leaders Report** – the first industry report to capture what's actually happening inside support leadership as [AI rewrites the playbook](https://www.customersuccesscollective.com/trusting-ai-in-customer-support/). And it starts with you. 

## What we'll ask you

The questions support leaders are wrestling with right now, including:

- How far along is your team with [AI](https://www.customersuccesscollective.com/understanding-the-best-ways-to-use-artificial-intelligence-in-your-customer-success-strategies/) – piloting, in production, or scaling [agentic AI](https://www.customersuccesscollective.com/redefining-customer-engagement/)?
- What's your real deflection rate, and how is it changing?
- [Which metrics still matter](https://www.customersuccesscollective.com/the-death-of-csat-and-nps-in-the-ai-era/), and which ones are breaking in the AI era?
- How is AI changing your team structure, hiring, and headcount?
- What's working with [AI adoption](https://www.customersuccesscollective.com/ai-adoption-in-customer-success-teams/) – and what's quietly failing?

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## Why this report, and why now?

Because the industry needs a fixed point.

Support leadership is being reshaped faster than anyone can document it, and the people making decisions about budgets, teams, and tooling are doing it without solid ground to stand on. This report exists to give the field that ground – a clear, honest picture of where [AI in support](https://www.customersuccesscollective.com/ai-first-support-playbook-template-framework/) actually is in 2026, where it's heading, and what the data says about what works.

Your responses make that picture possible. Without them, the loudest voices win by default.

[ Help define the benchmark ](https://productmarketingall.typeform.com/aisupportsurvey)