August 27, 2025
Younger Consumers Trust AI With Their Secrets and Their Feelings
Americans are warming not just to AI-powered support but to the idea that these agents can listen, understand, and even connect on an emotional level. A new survey from conversational AI company Decagon reveals that younger consumers, in particular, are more likely to confide in AI than in their friends and sometimes even their partners.
At the same time, the report shows how central customer support quality has become to brand loyalty and revenue. Seventy percent of consumers say they would pay more for a product if they knew the brand offered exceptional service, while 58% admit a single negative interaction would push them away.
The frustration is so acute that nearly a third of Americans say they would rather go to the dentist than endure poor service.
A Generational Split in Expectations
Adults aged 18–44 consistently rate their customer service experiences lower than those over 45, especially in high-stakes industries like finance, travel, hospitality, and healthcare. This younger cohort is also significantly more open to AI-led service: 86% say they would choose AI over a human agent if it guaranteed speed, accuracy, and around-the-clock availability.
Perhaps more striking is the level of trust younger consumers have in AI. Over half (55%) report feeling more comfortable sharing personal information with AI than with some friends. Meanwhile, 53% say AI chatbots are better listeners than their spouse or partner, and they are twice as likely as older consumers to believe AI can demonstrate emotional intelligence. Could it be due to the fact that AI is not judging them on their actions?
Toward Concierge-Level Customer Experiences
Businesses may see this shift both as a warning and an opportunity. The margin for error is shrinking as loyalty becomes fragile, but AI offers a path to scale service in ways that were previously impossible.
Jesse Zhang, Co-founder and CEO of Decagon, said: “We’re seeing a real inflection point with the next generation of consumers. A speedy response has become table stakes. They also want intelligence, empathy, and personalisation at every touchpoint. This new standard of concierge-level service is quickly becoming a non-negotiable, and the brands that still treat support like a cost centre will fall behind.”
The report points to a future where AI resolves complaints and enables brands to anticipate needs, personalise support, and deliver concierge-style experiences at any hour of the day.
