1、State ofAI CustomerSupport in 2026Based on responses from 700+support leadersRespondent Breakdown by Region,Age,and RoleAcross customer support,most teams are already using AI in some form.It might be forrouting tickets,suggesting replies,or handling basic questions through chat.What is still unclea

2、r,and keeps coming up in conversations with support leaders,is this:Is AI improving resolution times in a meaningful way?Is it reducing costs,or just shifting effort around?Can teams fully trust AI to do its job or is human oversight compulsory?To move beyond assumptions,we surveyed more than 700 su

3、pport leaders tounderstand not just whether AI is being used,but how deeply its embedded into day-to-day operations;where its delivering real value,and where its struggling to scale.The findings show an industry in transition.Even though AI adoption is widespread,confidence in its effectiveness is u

4、neven.And the gap between“AI is present”and“AI is operationally mature”is becoming thedefining challenge of the next phase.This report is designed to help you benchmark where you stand,and identify the gapsforming across the industry so you pressure-test your own approach,prioritize the rightinvestm

5、ents,and move faster than teams still stuck at the surface.Foreword0148%of Support Leaders SayTheir Teams Are OnlyModerately Confident with AIInstead,they are figuring things out in real time:editing AI replies,experimenting withprompts,adjusting workflows,and learning from mistakes.For most teams,A

6、I wasnt introduced with a playbook.From what we saw in our data,and heard directly from support leaders,confidencedoesnt improve by using more AI.It improves when the behavior of the AI platform ortool becomes predictable.High-confidence teams dont rely on trial-and-error learning.They remove uncert