Decagon, the leader in conversational AI agents for concierge customer experience, today announced the release of its 2025 survey: AI and the Next Generation of Customer Experiences. The survey of 2,077 U.S. adults explores how consumers view customer support and the role of AI in delivering it.
At a time when a single bad interaction can break brand loyalty, the report reveals just how high the stakes have become, and where AI is emerging as a preferred solution.
Key findings include:
- 70% of consumers say they would pay more for a product if they knew the brand offered exceptional customer support.
- 58% agree that a single negative experience would stop them from buying from a brand again.
- 56% agree that brands that use AI agents for customer support are more modern and innovative than those that don’t.
- 31% of Americans would rather go to the dentist than deal with exceptionally frustrating customer service.
The report also uncovers a generational shift that could define the future of customer experience. Adults aged 18-44 consistently rate their interactions by industry lower than consumers aged 45+, with the widest gaps in sectors where trust, speed, and accuracy are critical, such as finance, travel & hospitality, and healthcare. They also express the strongest openness to AI-led service:
- 86% of this group say they would prefer AI over a human if it met certain criteria, such as delivering faster, more accurate, and more available support.
- 55% feel more comfortable sharing personal details with AI than with some of their friends.
- 53% say AI chatbots can listen better than a spouse or partner.
- Consumers aged 18-44 are 2x more likely than those 45+ to agree AI agents are capable of demonstrating emotional intelligence when delivering customer support.
“We’re seeing a real inflection point with the next generation of consumers,” said Jesse Zhang, Co-founder and CEO of Decagon. “A speedy response has become table stakes. They also want intelligence, empathy, and personalization at every touchpoint. This new standard of concierge-level service is quickly becoming a non-negotiable, and the brands that still treat support like a cost center will fall behind.”
This shift has created a rare opportunity to reimagine customer engagement. This change starts with reactive support, where AI handles complex issues and frees up human agents so brands can generate insights, anticipate needs, and move toward proactive outreach. When done properly, this becomes a concierge-level customer experience where personalized, empathetic support is available 24/7.
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