There’s a persistent gap between how people think customers feel about AI – and how customers actually feel. Because so much of the conversation is still shaped by outdated chatbot experiences, leaders often lack clear, current data to guide their decisions.
Intercom's latest survey of 1,000+ consumers set out to clarify that picture.
It uncovered that consumer perspectives and expectations shifted dramatically when they saw the difference between outdated chatbots and today's AI capabilities. Support, CX, and operation leaders need to read this and align to consumer expectations for the year ahead.
Key takeaways
- +20-point surge in positivity toward AI agents after a live demo.
- +18-point increase in trust that AI can accurately resolve issues.
- +27-point leap in confidence that AI makes problem resolution easier.
What’s inside?
- 5 major sentiment shifts that occur before vs. after seeing AI in action
- Why customers overestimate AI risks, but quickly revise their beliefs
- The accuracy, trust, and speed improvements that matter most
- Insights from support leaders deploying AI today
- Actionable guidance for implementing AI agents responsibly
- Industry examples of modern AI workflows across SaaS, ecommerce, fintech, and more
Data highlights at a glance
| Insight | Before | After gaining AI clarity | Change |
|---|---|---|---|
| Positive sentiment toward AI | 40% | +20-point increase | +20pts |
| Trust AI can resolve issues | 39% | +57% | +18% |
| Ease of resolving issues accurately | 36% | 63% | +127 pts |
| Expect AI to speed up support | 38% | 63% | +25 pts |
| Believe AI improves overall CX | 42% | 56% | +14 pts |
These shifts represent a fundamental re-evaluation of AI’s role in support – and a massive opportunity for organizations adopting AI-first customer service.
FAQs
Will customers trust AI to resolve real issues?
Yes – once they see it in action. Trust jumps from 39% to 57% after consumers watch a modern AI agent resolve real queries.
Does AI replace human agents?
No. AI handles high-volume, repetitive issues, freeing human experts to focus on complex, emotional, or strategic conversations.
Can AI deliver accurate answers consistently?
Yes. After seeing a demo, 63% of users say AI improves accuracy through consistent, knowledge-backed responses and smart escalation paths.
Does AI actually speed up resolution times?
Absolutely. Expectations for faster resolution increase by 25 points after consumers experience AI resolving issues instantly.
See why customers are more ready for AI than ever – and how you can deliver AI-powered support experiences they’ll truly love.
