Reports

AI Research Reports

Long-form analysis built entirely on verified statistics. Each report compiles the numbers into a clear picture, and links every claim to a named source.

Customer ServiceCXVoice AI

The State of AI in Customer Service 2026

AI has moved from pilot to production in customer service. Most teams now run at least one form of AI, most consumers treat it as a normal part of support, and leaders report real ROI. But adoption is uneven and a trust gap persists for complex, high-empathy work. This report pulls together the verified 2026 data on where AI in customer service actually stands, and where it is heading by 2027.

Aug 2026·12 min read·9 sources