{"id":633202,"date":"2026-07-17T08:17:55","date_gmt":"2026-07-17T15:17:55","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=announcements&p=633202"},"modified":"2026-07-17T08:17:55","modified_gmt":"2026-07-17T15:17:55","slug":"more-than-half-of-consumers-would-rather-do-anything-else-than-contact-customer-service-genesys-research-finds","status":"publish","type":"announcements","link":"https:\/\/www.genesys.com\/en-sg\/company\/newsroom\/announcements\/more-than-half-of-consumers-would-rather-do-anything-else-than-contact-customer-service-genesys-research-finds","title":{"rendered":"More Than Half of Consumers Would Rather Do Anything Else Than Contact Customer Service, Genesys Research Finds"},"content":{"rendered":"","protected":false},"excerpt":{"rendered":"","protected":false},"author":728,"featured_media":0,"template":"","class_list":["post-633202","announcements","type-announcements","status-publish","hentry"],"acf":{"meta_title":"","meta_description":"More Than Half of Consumers Would Rather Do Anything Else Than Contact Customer Service, Genesys Research Finds. Read the release","no_index":false,"no_follow":false,"meta_twitter_title":"","meta_twitter_description":"","meta_facebook_title":"","meta_facebook_description":"","custom_canonical_url":"","news_date":"07\/15\/2026","utm_pass":false,"disable_chat":false,"asset_expiration":"","enable_external_utm":false,"enable_global_intellimize":true,"enable_intellimize_api":false,"enable_anti_flicker":false,"enable_ab_test":false,"pr_template":"basic","pr_breadcrumbs":"default","pr_heading":"","pr_subheading":"

India leads global optimism on AI in customer service<\/em>, with the biggest increase in positive sentiment over the past two years<\/em><\/p>\n

\u00a094% Indian consumers expect AI will improve customer service quality and speed<\/em><\/p>\n

Genesys<\/a>\u00ae, a global cloud leader in AI-Powered Experience Orchestration, today released the fifth edition of its \u201cState of Customer Experience\u201d<\/em> report, revealing that customer experience (CX) has become an increasingly decisive factor in consumer loyalty and spending decisions. More than half of consumers say they would rather do anything else than contact customer service, and 85% say poor service has caused them to spend less or stop doing business with a brand altogether.<\/p>\n

As customer expectations rise and patience for poor experiences declines, organisations face growing pressure to use AI to strengthen customer relationships, not solely to reduce costs. While 76% of consumers expect AI to improve the quality and speed of customer service and 75% believe it will improve personalisation, the research shows they have little patience for experiences that increase effort or fail to resolve issues.<\/p>\n

Consumers increasingly care more about outcomes than whether AI or a person provides the service. While 76% don\u2019t care who resolves their issue as long as it\u2019s solved quickly and completely, they still expect experiences to be both efficient and empathetic. In fact, 94% value efficiency as much as empathy, and the inability to reach a human agent remains their top frustration, reinforcing the need to orchestrate AI and human agents to deliver the right support at the right moment.<\/p>\n

Meeting those expectations remains a challenge for many organisations. While 95% of consumers expect information to be remembered across channels, nearly half (48%) of organisations do not automatically pass information between virtual and human agents. At the same time, maintaining service quality with aging infrastructure has become the top operational challenge for CX leaders, hindering efforts to connect customer data, channels and interactions, leading to customer frustration and eroded loyalty.<\/p>\n

Key findings from India: <\/strong><\/p>\n