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  "description": "This groundbreaking study reveals how real consumers transform from skeptical to confident once they experience what today’s AI can actually do. ",
  "path": "/ai-end-user-sentiment-report/",
  "publishedAt": "2025-12-10T15:36:17.000Z",
  "site": "https://www.customersuccesscollective.com",
  "textContent": "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 Because so much of the conversation is still shaped by outdated chatbot experiences, leaders often lack clear, current data to guide their decisions.\n\nIntercom's latest survey of 1,000+ consumers set out to clarify that picture.\n\nAccess the whitepaper\n\nIt uncovered that consumer perspectives and expectations shifted dramatically when they saw the difference between outdated chatbots and today's AI capabilities.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.\n\n## Key takeaways\n\n  * **+20-point** surge in positivity toward AI Agents after a live demo.\n  * **+18-point** increase in trust that AI can accurately resolve issues.\n  * **+27-point** leap in confidence that AI makes problem resolution easier.\n\n\n\nAccess these insights\n\n* * *\n\n## What’s inside?\n\n  * 5 major sentiment shifts that occur before vs. after seeing AI in action\n  * Why customers overestimate AI risks, but quickly revise their beliefs\n  * The accuracy, trust, and speed improvements that matter most\n  * Insights from support leaders deploying AI today\n  * Actionable guidance for implementing AI Agents responsibly\n  * Industry examples of modern AI workflows across SaaS, ecommerce, fintech, and more\n\n\n\nGet your copy\n\n## Data highlights at a glance\n\nInsight  |  Before  |  After gaining AI clarity  |  Change\nPositive sentiment toward AI  |  40%  |  +20-point increase  |  +20pts\nTrust AI can resolve issues  |  39%  |  +57%  |  +18%\nEase of resolving issues accurately  |  36%  |  63%  |  +27 pts\nExpect AI to speed up support  |  38%  |  63%  |  +25 pts\nBelieve AI improves overall CX  |  42%  |  56%  |  +14 pts\n\nThese shifts represent a fundamental re-evaluation of AI’s role in support – and a massive opportunity for organizations adopting AI-first customer service.\n\n* * *\n\n## FAQs\n\n#### Will customers trust AI to resolve real issues?\n\nYes – once they see it in action. Trust jumps from ****39%**** to ****57%**** after consumers watch a modern AI agent resolve real queries.\n\n#### Does AI replace human agents?\n\nNo. AI handles high-volume, repetitive issues, freeing human experts to focus on complex, emotional, or strategic conversations.\n\n#### Can AI deliver accurate answers consistently?\n\nYes. After seeing a demo, 63% of users say AI improves accuracy through consistent, knowledge-backed responses and smart escalation paths.\n\n#### Does AI actually speed up resolution times?\n\nAbsolutely. Expectations for faster resolution increase by 25 points after consumers experience AI resolving issues instantly.\n\n* * *\n\nSee why customers are more ready for AI than ever – and how you can deliver AI-powered support experiences they’ll truly love.\n\nDownload the full whitepaper",
  "title": "What customers really think about AI Agents",
  "updatedAt": "2026-05-26T13:06:07.599Z"
}