Consumers Still Don’t Trust AI to Handle Customer Service

New research from Pegasystems and YouGov shows that most consumers in the UK and US remain wary of generative AI in customer service, preferring human interaction despite widespread corporate investment in chatbots and automated support.

What the Research Found

The study, published in February 2026 by Pegasystems Inc., a US-based enterprise AI software company, surveyed 4,748 adults across the UK and the US between 4 and 13 November 2025. The results show a widening disconnect between how confidently businesses are deploying generative AI in customer service and how comfortable consumers feel interacting with it.