AI is making customers expect more and tolerate less
MarTech's article explores how AI is rapidly raising customer expectations, often outpacing improvements in customer experience. The study reveals that while 60% of consumers expect faster responses from AI, 89% report AI has negatively impacted their experience in some way. This creates a challenge for marketers and customer experience teams, as the more AI is used to streamline processes, the higher customers' expectations for speed and personalization become, even if AI sometimes fails to deliver.
Original reporting · martech.org
Read “AI is making customers expect more and tolerate less” at MarTech →How this was written. Content Delta wrote this article with a language model from MarTech’s reporting (model: @cf/ibm-granite/granite-4.0-h-micro); it describes that reporting rather than adding to it. The original, linked above, is the full story.
Key points from MarTech’s report
- Nearly 60% of consumers expect faster responses from companies using AI, according to Alchemer's 2026 AI & Customer Expectations Study.
- 89% of consumers say AI has hurt their experience with a company in at least one way, despite AI being used to make things faster and easier.
- Forty-five percent of consumers believe AI has raised overall company expectations, with 29% expecting feedback acknowledgment within 24 hours and 16% expecting immediate acknowledgment.
From the source
Faster service is part of AI’s promise. Customers aren't impressed when speed comes with unresolved problems and no easy way to reach a person.