Here is the tension that defines AI customer service in 2026. 91 percent of support leaders feel pressure to adopt AI this year, yet 79 percent of Americans still prefer talking to a human for anything complex. The companies winning are the ones that stopped treating it as either-or. Bank of America's assistant Erica has handled 2 billion interactions and resolves 98 percent of queries within 44 seconds. Klarna's AI handles 2.3 million conversations and cut resolution time from 11 minutes to 2. Across the board, cost per interaction has dropped 68 percent, from 4.60 dollars to 1.45. The pattern in our 40-stat roundup is clear. Bots handle the quick, repetitive work. Humans take the hard cases. Hybrid wins. Read more: https://hubs.la/Q04jGPw10 #Azumo #CustomerService #ConversationalAI #CX #AIStrategy #CustomerExperience
