Gartner Survey Finds 87% of Customers Say Companies Using GenAI for Customer Service Must Provide Access to a Human Agent
August 05, 2026
August 05, 2026
STAMFORD, Connecticut, Aug. 5 -- Gartner, an information technology research and advisory company, issued the following Q&A on Aug. 4, 2026, involving Senior Director Analyst Eric Keller:
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Gartner Survey Finds 87% of Customers Say Companies Using GenAI for Customer Service Must Provide Access to a Human Agent
Customers have mixed feelings using GenAI for customer support, as 50% of customers say their interactions are easier when companies use GenA . . .
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Gartner Survey Finds 87% of Customers Say Companies Using GenAI for Customer Service Must Provide Access to a Human Agent
Customers have mixed feelings using GenAI for customer support, as 50% of customers say their interactions are easier when companies use GenA . . .