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

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Consumers Grade AI on Complex Support | Zingtree + CMSWire

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.