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35% of Consumers Now Send AI Agents to Customer Service

This story is from 2026-10-28. It is preserved in the archive; the latest stories are on the live feed.

What did the Capacity survey find? On October 27, 2026, Capacity published The Agentic Consumer Report , a survey of 1,000 US consumers. It found that 35% have already sent their own AI agent to handle a customer service request, and 44% say an AI tool has contradicted a company representative or t…

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  1. 2026-10-28 14:29 · DEV Community — AI
    35% of Consumers Now Send AI Agents to Customer Service

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