A recent InMoment reveals a troubling gap between customer expectations and brand performance, highlighting that many businesses are still missing the mark despite heavy investment in automation and AI. As many as 81% of respondents say they still need to speak directly with a company representative to resolve issues, emphasising that self-service options and AI tools don’t live up to the promise of seamless support.
“Contact centre leaders are under pressure to do more with less, but customers aren’t lowering their expectations,” said Jeff Catlin, EVP of AI products at InMoment. “Customers want to be understood, responded to quickly, and treated like people—not tickets. If brands can’t deliver that, AI won’t save them.”
In addition, the research shows that speed and effectiveness are critical. Almost two-thirds of consumers (61%) expect their problems to be solved in a single interaction. If not, they’re ready to walk—opening the door for competitors. Perhaps more alarmingly, 9% of respondents said their issues were never resolved, a failure that significantly erodes trust and loyalty.
Time is of the essence for today’s customers, as 41% expect a brand to follow up within five minutes of reporting a problem. However, automation often hinders rather than helps. Over a third (38%) say they’re uneasy using AI-powered solutions like chatbots, with many feeling they’re being pushed toward tools that don’t truly solve their issues.
The findings suggest that while automation can facilitate operations, it cannot replace the human connection customers crave. Instead, technology should enhance—not replace—human interaction. Tools like conversational intelligence offer a way forward, allowing brands to truly listen, uncover pain points, and deliver responsive service that builds trust and loyalty.