Capacity Survey: 35% of US Consumers Use AI Agents for Service
St. Louis – October 28, 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.
Gen Z and Millennials drive adoption of personal AI agents
Overall, 35% of respondents have used an AI agent to handle a customer service request at least once. Among Gen Z and Millennials, the figure is 49%.
Household makeup also matters. Among respondents with children aged 25 or younger at home, 46% have used a personal AI agent, against 29% of those without children at home.