2025 Study

How seeing AI in action builds lasting customer trust

See how 1,029 consumers really feel about AI in support. This report shows how trust, expectations, and sentiment shift after seeing a modern AI Agent in action—shattering legacy chatbot perceptions and revealing real readiness for AI-powered CS.

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What's inside

We surveyed 1,029 consumers to understand their views on AI Agents for support—and how those views shift after seeing one in action. Trust, sentiment, and expectations improve significantly once people experience what modern AI can actually do.

Seeing really is believing

Before the demo, only 40% of consumers felt positive about AI in support. After seeing a modern AI Agent in action, that jumped by 20 percentage points—proving firsthand experience can change minds fast.

When AI works, confidence follows

Trust in AI Agents to resolve issues rose 18 percentage points after the demo, while distrust nearly halved. Transparency, accuracy, and seamless handovers are key to earning customer confidence.

Customers expect AI to improve their experience

After seeing what’s possible, 63% of respondents said AI will make support easier and faster—up 27 and 25 points, respectively. The majority now believe AI will improve customer service overall.

Speed and accuracy win over skeptics

Belief that AI Agents could deliver faster resolutions grew by 25 points, and confidence in accurate answers jumped 27 points—clear proof that performance changes minds.

Seeing AI in action sets new expectations

Once consumers saw a modern AI Agent handle real tasks, the bar moved. More than half of users now expect AI to improve support—up from just 42% before the demo.

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Real World Examples

What can modern AI Agents do?

Ecommerce: Automate post‑purchase supportCustomers trust AI more when it does real work. Fin handles order changes, refunds, and cancellations in one smooth conversation—reducing tickets and keeping customers happy.Learn more

Fintech: Secure, scalable issue resolutionSeeing AI handle sensitive tasks earns trust. Fin verifies ID, processes disputes, and updates accounts with full control—giving fast, secure support without risking compliance.Learn more

Gaming: VIP support for every playerFin recovers accounts, resolves in-game issues, and processes refunds in seconds. For players, that’s the difference between frustration and loyalty—and it’s why trust in AI goes up.Learn more

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Download full report to get actionable guidance for building trusted, effective AI support.

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What support leaders are saying about AI

“We are 4 weeks into going live with our AI Agent and we can't believe that our CSAT rating is almost the same as our human CSAT. Our customers are loving the accuracy and availability of answers. We are so excited to keep improving our customer experience with AI.”
Kamilla Haugen
Systems Specialist

“Our AI Agent is helping us increase customer trust around our brand and AI Agents, and how they interact.”
Paige Sawatzky
Content and Automation Lead

“Faster, more consistent support driven by AI can really boost the Customer Effort Score (and CSAT and NPS), which in turn increases renewals and reduces churn. It’s less about freeing up internal resources and more about AI’s role in keeping customers happy and sticking around.”
Maxime Manseau
Co-Founder & VP of Support

“We are 4 weeks into going live with our AI Agent and we can't believe that our CSAT rating is almost the same as our human CSAT. Our customers are loving the accuracy and availability of answers. We are so excited to keep improving our customer experience with AI.”
Kamilla Haugen
Systems Specialist

“Our AI Agent is helping us increase customer trust around our brand and AI Agents, and how they interact.”
Paige Sawatzky
Content and Automation Lead

“Faster, more consistent support driven by AI can really boost the Customer Effort Score (and CSAT and NPS), which in turn increases renewals and reduces churn. It’s less about freeing up internal resources and more about AI’s role in keeping customers happy and sticking around.”
Maxime Manseau
Co-Founder & VP of Support

Webinar

Watch the webinar on demand

This webinar unpacks key findings from the report and shares how to build AI support experiences that earn trust. We explore shifting consumer sentiment, why first impressions matter, and how to design AI that deflects more and escalates less.

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