Beyond Basic CX: How Consumers Grade AI Support on Their Most Complex Issues

A CMSWire survey of 1,040 U.S. consumers on where AI support breaks down and how they judge success

Many support teams have already automated simple, high-volume requests, and complex support is the next push. A new CMSWire survey of 1,040 U.S. consumers finds they’re willing to try AI on those complex issues, though 68% would abandon it after two failed attempts or fewer. This report shows where AI support breaks down on hard problems and what customers need before they’ll trust it again.
 
What You’ll Learn:
  • Where complex support breaks: The three failure points that leave complex issues unresolved
  • What a good handoff earns: Why 64% are more willing to use AI again after a smooth AI-to-human transfer
  • How much slack you get: How many failures customers tolerate before they start bypassing AI
Before AI takes on the issues your customers care about most, find out how they’ll grade it. The report gives you the consumer data to make the case for better handoffs and full resolution.

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Zingtree is the AI governance layer for complex CX. Zingtree empowers customer operations teams to safely harness AI across self-service automation, agent assist, and internal CX operations workflows. Zingtree is trusted by Sony, Corpay, Experian, and 1st Central, and more to maximize governance and performance by boosting FCR, CSAT, and revenue while mitigating compliance risk.

For more information about Zingtree, please visit www.zingtree.com

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