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New Study Finds AI Resolves Issues, but Quietly Breaks Loyalty
A study of 1,000 U.S. consumers finds 88% of AI support issues are resolved but only 22% prefer companies due to loyalty loss from poor human handoffs.
- On Jan. 29, 2026, the report from Gladly and Wakefield Research found AI resolves many support cases but quietly erodes customer loyalty.
- Surveying 1,000 U.S. consumers in January 2026, Wakefield Research and Gladly found all respondents had made an online purchase in the past 12 months and experienced at least one AI-driven support interaction.
- The survey found 88% of customers had issues resolved by AI or hybrid interactions, 59% prefer AI-powered support first, and 57% expect a human within five exchanges.
- Only 22% of customers say the AI support experience made them prefer the company, and when blocked from human help, 40% give up or buy elsewhere.
- To close the loyalty gap, the study urges companies to measure customer feeling not just closure speed and outlines five principles starting with making AI a starting point, citing Gladly's partnerships with Crate & Barrel, Breeze Airways and Ulta Beauty.
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13 Articles
13 Articles
Helena Independent Record+12 Reposted by 12 other sources
New Study Finds AI Resolves Issues, but Quietly Breaks Loyalty
2026 Customer Expectations Report reveals the growing gap between efficiency and trust
·Helena, United States
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Total News Sources13
Leaning Left1Leaning Right0Center8Last UpdatedBias Distribution89% Center
Bias Distribution
- 89% of the sources are Center
89% Center
11%
C 89%
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