35% of Consumers Now Send AI Agents to Customer Service

Description and use

<h2> What did the Capacity survey find? </h2> <p>On October 27, 2026, Capacity published <a href="https://capacity.com/blog/agentic-consumer-report/" rel="noopener noreferrer">The Agentic Consumer Report</a>, a survey of 1,000 US consumers. It found that 35% have already sent their own AI agent to handle a customer service request, and 44% say an AI tool has contradicted a company representative or the company's own policy.</p> <p>The other numbers in the <a href="https://www.prnewswire.com/news-releases/one-in-three-consumers-have-used-ai-agents-for-customer-service-new-research-finds-3029200

Problem

<h2> What did the Capacity survey find? </h2> <p>On October 27, 2026, Capacity published <a href="https://capacity.com/blog/agentic-consumer-report/" rel="noopener noreferrer">The Agentic Consumer Report</a>, a survey of 1,000 US consumers. It found that 35% have already sent their own AI agent to handle a customer service request, and 44% say an AI tool has contradicted a company representative or the company's own policy.</p> <p>The other numbers in the <a href="https://www.prnewswire.com/news-releases/one-in-three-consumers-have-used-ai-agents-for-customer-service-new-research-finds-3029200

Outcome

<h2> What did the Capacity survey find? </h2> <p>On October 27, 2026, Capacity published <a href="https://capacity.com/blog/agentic-consumer-report/" rel="noopener noreferrer">The Agentic Consumer Report</a>, a survey of 1,000 US consumers. It found that 35% have already sent their own AI agent to handle a customer service request, and 44% say an AI tool has contradicted a company representative or the company's own policy.</p> <p>The other numbers in the <a href="https://www.prnewswire.com/news-releases/one-in-three-consumers-have-used-ai-agents-for-customer-service-new-research-finds-3029200

Evidence

35% of Consumers Now Send AI Agents to Customer Service

Source