AI anxiety is rising almost everywhere. Except in support.
What you'll learn:
Read the report.
2,015
consumers surveyed
3
countries (US, UK, CA)
95%
recent AI-support users
Methodology: Verified Prolific panel, fielded July 2026. United States, United Kingdom, and Canada. Roughly 95% used an AI support agent in the last 3 months. No gating, no follow-up calls.
Trusted by CX leaders in fintech, health tech and complex industries
The five findings
Support is the exception to AI anxiety.
2:1
improving vs souring on AI support over the past year (38.2% more positive vs 19.3% more negative), against a falling general AI trend.
71%
would be satisfied with AI once it resolves the issue correctly and quickly. Only 9.5% still hold out for a human. The human preference is conditional on the outcome.
69%
say an excellent AI support experience makes a brand more memorable, against only 3.8% who say less. Good AI support is a brand asset in its own right.
We tested AI solutions head-to-head and Lorikeet was a winner in every metric.
Lindsay Boland, Customer Service AI Product Lead, Flex
What’s inside.
Ten sections from the report. Five findings front-loaded. Two real customer deployments. Data-led, no padding.
01
Executive summary: the five findings, front-loaded
02
Methodology: 2,015 recent AI-support users across the US, UK, and Canada
03
The support exception: sentiment improving 2 to 1 against a falling general trend
04
Quality tracks industry: Amazon, and the 2.6x vs 3.2x inverse split
05
The conditional human: 71% satisfied once AI solves the problem
06
Brand memorability: 69% say great AI support is memorable
07
The second chance: 47% retry the AI after a first-try failure
08
In practice: Flex (fintech) and Eucalyptus (digital health)
09
Key implications: five concrete plays plus the numbers that matter
