2025 Quantitative Research Report

AI Takes the Call: Signs of a Customer Service Revolution

Chatbots promised efficiency. Customers got longer wait times and dead ends. AI agents are changing that

Most IVR systems and chatbots haven’t delivered on their promise. They’ve made service slower, more frustrating, and more expensive. Our original research, surveying 1,070 U.S. consumers across 7 industry verticals, confirms just how broken the status quo really is, and reveals what’s finally ready to fix it.

What’s Inside:

Proprietary research on the current and future state of customer service, including:

• The satisfaction crisis — why only 26% of consumers are “very satisfied” with today’s service options, and what it’s costing businesses
• The chatbot gap — why 75% of consumers say bots and virtual assistants still can’t compete with humans
• The AI agent breakthrough — how satisfaction rates more than double after consumers experience AI agent interactions
• The competitive opportunity — why 71% of consumers say they’d choose a company that offers AI agents over one that doesn’t

Download the Report

Learn how AI agents are transforming customer service:

• Why traditional automation has backfired — and what’s different about AI agents
• How AI agent satisfaction now matches human agent performance
• Which industries stand to gain the most from AI-driven service
• What makes SoundHound Amelia AI agents built for enterprise-scale results