68% of consumers say they prefer human customer support agents. But their actual choices tell a different story.
What you'll learn:
Read the report.
1,083
consumers surveyed
8
countries (US + Europe)
12
page report
Methodology: Verified Prolific panel, fielded April 7, 2026. US, UK, Germany, France, Netherlands, Ireland, Spain, Italy. No gating, no follow-up calls.
Trusted by CX leaders in fintech, health tech and complex industries
The three findings
Where AI actually earns trust.
44%
choose AI when speed is the tradeoff. A 24-point swing from stated preference (7%) to actual choice. Stated preference is a lagging indicator.
61%
are comfortable sharing sensitive info with AI: 3x more likely to prefer AI for embarrassing or personal topics. The “no judgement” property of AI matters more than most CX leaders assume.
52%
have already had a good AI support experience. Nearly half now think more highly of the brand. AI support is a brand asset.
ROI is directly tied to ambition. If you go after hard use cases, you will see results. If you are timid with your approach, you’ll see tepid results.
Tim Doyle, CEO, Eucalyptus
What’s inside.
Nine sections from the report. Three findings front-loaded. Two real customer deployments. Data-led, no padding.
01
The three findings: what wait time, privacy, and brand equity reveal
02
Why we did this: methodology and founder context
03
Wait time is the lever: 53% abandon a human queue in 15 minutes
04
Privacy is an AI advantage: 61% prefer AI or don’t care for sensitive info
05
AI support is brand equity: half think more highly of brands after a good AI experience
06
Why people prefer humans: 86% of objections are addressable
07
As complexity rises, human preference rises: the six-scenario ladder
08
In practice: SageSure (insurance) and Eucalyptus (healthcare)
09
Implications for CX leaders: five concrete plays plus the numbers that matter
