TLDR: A recent survey by Forethought.ai indicates a significant shift in consumer attitudes towards AI customer support agents, with an increasing willingness to engage with AI for faster and more efficient issue resolution. While speed and simplicity are key drivers, the survey also highlights the critical need for AI to address emotional intelligence and seamless human-AI collaboration.
A new survey conducted by Forethought.ai in early 2025, involving 2,243 U.S. adults, reveals a growing consumer openness to interacting with AI customer support agents, driven primarily by the desire for quicker and more efficient service. The findings suggest a pivotal moment for businesses as they integrate artificial intelligence into their customer experience (CX) strategies.
Consumers are increasingly frustrated with traditional phone support systems, characterized by confusing menus and long hold times. The survey indicates that nearly half (46%) of consumers would disconnect after navigating more than four menu selections, and over 10% abandon calls after just one or two options. This widespread dissatisfaction creates a clear opportunity for AI to step in and streamline interactions.
Deon Nicholas, Forethought’s co-founder, president, and executive chairman, emphasized this point, stating, “It’s clear that voice remains essential, but poor experiences drive customers away. The key is making AI work for the customer—not against them—by eliminating frustrating barriers and streamlining the experience.” The promise of AI lies in its ability to offer immediate assistance, eliminating wait times and providing conversational interactions that quickly resolve problems.
Despite the rise of chat support, voice remains the dominant channel for customer service, with a substantial 65% of consumers believing it’s the fastest way to resolve an issue. A majority (58%) feel better understood when speaking aloud, and 53% find verbal communication faster and easier overall. However, this preference for voice also highlights a significant challenge for AI: addressing consumer emotions.
According to the research, 66% of consumers are most likely to express emotions during phone interactions. This emotional component is crucial, as 58% of consumers believe human agents are more likely to understand their feelings when they can explain by talking. The survey found that 55% of consumers expressed negative emotions when dealing with an AI agent in the past year, with 23% experiencing frustration, 11% anger, and 14% both. Nicholas underscored the importance of emotional intelligence in AI, stating, “AI has the power to improve CX, but only if it understands and responds to human emotion. Great customer support isn’t just about speed—it’s about making customers feel heard and valued and resolving their issues quickly.”
The survey also revealed generational differences, with Gen Z and Millennials more readily expressing emotions in digital channels like chat, email, and text. This trend necessitates that brands ensure all digital conversations are handled with genuine empathy. For CX leaders, the implication is clear: a balanced approach is needed, integrating AI to handle routine tasks and provide instant support, while ensuring seamless escalation paths to human agents for complex or emotionally charged situations. Integrating customer history is also vital to deliver personalized interactions and avoid repetitive information requests.
Also Read:
- Consumers Value Superior Customer Service, Decagon Report Highlights Willingness to Pay a Premium
- Industry Surveys Reveal Surging Adoption of AI Agents and Evolving Data Science Landscape in 2025
Ultimately, the research points towards a future where human and AI collaboration is paramount. Companies that successfully combine the convenience and speed of AI with the emotional understanding of human interaction will be best positioned to strengthen customer relationships and deliver superior customer support experiences.
