AI agents are changing how companies help customers, but companies need to be careful about how they use them. This week, new research shows that AI can solve customer problems quickly, but customers don't always feel loyal to companies afterward. The key issue is that customers want AI to help them, not block them from talking to real people.

Most customers now prefer starting with AI when they need help, with 59% choosing AI as their first step. However, when AI can't solve a problem and forces customers to repeat themselves or wait too long, people get frustrated and may stop doing business with that company. About 57% of customers expect to reach a real person within five exchanges, and 40% will shop elsewhere if they feel trapped talking only to AI.

The good news is that companies are finding success with AI agents that work together with humans. When AI handles easy questions and smoothly passes difficult ones to real people, customers and workers both feel happier. Agentic AI — which is AI that can make decisions and take actions on its own — is becoming more popular in 2026.

Experts say the future of customer service is about AI that understands each customer's situation and can act quickly, while always keeping real people ready to help with tricky problems. The companies that will win are those that use AI to make customer service faster and better, not to replace humans, but to help them do their jobs more effectively.