Nearly half of consumers expect brands to adopt a hybrid model of AI and human customer service
A survey conducted by Kim.cc in June 2026 of 1,000 U.S. consumers found that attitudes toward AI customer service are clearly divided: AI is suitable for handling simple tasks like order inquiries, but in complex scenarios such as refunds and complaints, human support is indispensable. The report recommends that brands adopt a hybrid customer service strategy.
NEW YORK—Kim.cc, an AI-native customer service platform, today released its "AI Customer Service Sentiment Report." Based on a survey of 1,000 U.S. consumers conducted in June 2026, the report reveals a clear distinction consumers make between AI and human customer service: AI is welcomed for simple tasks, but complex issues still require human intervention.
Key Findings: Diverging Roles for AI and Human Agents
The survey shows that more than one-third (35%) of respondents feel immediate frustration when they realize a customer service interaction is driven by AI. Although consumers are increasingly accepting of AI handling routine tasks such as order tracking, status updates, and answers to frequently asked questions, human agents remain indispensable in scenarios requiring judgment, empathy, and complex problem-solving skills.
Consumers' Specific Attitudes Toward AI Customer Service
- 45% of respondentswelcome AI involvement in simple customer service tasks, such as:
- Checking order status or package delivery progress
- Finding store hours, return policies, or basic FAQs
- 45%-60% of respondentsbelieve sensitive tasks should involve human participation, including:
- (45%) Repairing damaged devices or resolving software malfunctions
- (50%) Handling refunds, billing disputes, or plan upgrades
- (60%) Complaining about poor service experiences
- 50% of respondentsimmediately blame company management when AI customer service makes a mistake, believing they deployed immature tools to save costs.
- Although Gallup data shows Gen Z is the generation most likely to adopt AI in daily life,only 16% of Gen Z don't mind seeing AI in customer service。
- Gen Z and Millennials show the lowest loyalty to AI customer service; they aremore than twice as likely as other generations to switch brands due to poor automated customer service experiences。
- Baby Boomers and Gen X combined account for over50%of people who feel highly frustrated with AI customer service.
- 35% of respondentsfeel immediate frustration when they realize customer service is AI-driven.
Industry Perspective: A Hybrid Model Is the Inevitable Choice
"Consumers are not rejecting AI customer service," said Sachin Jaiswal, founder and CEO of Kim.cc. "They are rejecting poor customer service experiences. Therefore, brands must make AI and humans work together. Customers want AI when automation saves time, but they still expect to reach a real person when the situation calls for it."
The report points out that the direction for brands is clear: today's retail and e-commerce customers need and are calling for a hybrid customer service model. Consumers welcome AI for small requests because it saves time and effort for all parties. However, AI cannot handle all customer service responsibilities alone; consumers still need the human touch. By using AI automation to handle repetitive, low-complexity tickets, well-trained human customer service teams can focus on high-context or sensitive customer interactions.
For more information about Kim.cc and details of this study, please visitKim.cc。
About Kim.cc
Kim.cc is an AI-native customer service platform for e-commerce brands. Trusted by over 200 Shopify merchants worldwide, Kim.cc combines intelligent automation with human oversight to deliver fast, accurate, and on-brand support at significantly lower operational costs. Learn more atkim.cc。
