St. Louis – October 27, 2026 -- Forty-four percent of U.S. consumers who use AI tools for customer service say the AI has contradicted a company representative or its policies, according to a new survey of 1,000 consumers from support automation vendor Capacity.

The Agentic Consumer Report finds that 55% of respondents have used an AI tool, such as an agent or large language model, to help with a service request. Consumers are equally likely to trust the AI or the company representative when the two give conflicting information.