WAKEFIELD, Mass. – October 31, 2026 -- Glance Networks released "The Human Edge in AI Customer Service," a guide aimed at the AI-to-human handoff gap, as 76% of consumers say they get frustrated by repeating themselves when switching channels.

The Glance 2026 Customer Experience Trends Report found that 44% of consumers almost always have to repeat themselves when switching channels. Only 7% say they rarely or never do. Respondents described being stuck in an "endless loop" with AI when they needed a human.