Five9 released a survey on customer experience with AI chatbots. Only 46% of consumers rated their last AI chatbot interaction positively. Two-thirds rated live phone, email or in-person support positively instead. Nearly half of those who switched to a human did so because the bot misunderstood them. Trust in AI rises to 55% when a human option is available. Without one, trust falls to 26%. The survey covered 3,000 consumers and 600 business leaders in the US, UK and Germany. Experts warn bots often miss context, sarcasm or outdated knowledge. They advise updating knowledge bases and testing with real, varied conversations. Easy escalation to humans is recommended to improve adoption. Failure and escalation rates should be tracked to refine the system. The figures come from a Five9 survey.

• 46% positive AI/chatbot experiences
• 66% positive live phone/email/in-person experiences
• 46% abandoned AI due to misunderstandings
• 55% trust AI with human option