AI Takes the Call: Early Consumer Signals from the Agentic CX Era
Consumers are ready for AI to take the call, but they have conditions. In a 2026 SoundHound AI and Big Village survey of U.S. adults, nearly 3 in 5 said they would let an AI agent make a purchase on their behalf. They expect it to finish the job, remember context, and keep a person reachable.
Agentic AI is becoming the front door to the customer relationship, and consumers are ready before most brands are.
What's inside the report
[bullet]
AI agents can lead to a 2x increase in satisfaction
22% are very satisfied with customer service today, rising to 48% after seeing an AI agent in action.
[bullet]
59% are ready to let AI spend
More than half of respondents are comfortable with using AI for commerce.
[bullet]
Voice has the biggest growth opportunity
81% of respondents have spoken to an automated customer service system in the past year. Yet voice is also the lowest-rated channel with only 41% of users satisfied with voice AI.
[bullet]
Age is not the determining factor of AI preference
Within the segment of regular AI users across US consumers, behavior does not change with age.
<Bullet Items>
Download report
Subscribe