86% of brands think their AI works. Only 51% of customers agree.

Twilio research identifies a 35-point gap between brands’ confidence in AI customer service and customer satisfaction, with 86% of companies believing their AI works well compared with 51% of consumers. The disparity may result from metrics such as CSAT and containment rates overlooking customers who abandon unsuccessful conversations, while businesses measure individual interactions rather than whether an issue was resolved across channels. Consumers prioritize immediate resolution, speed, accurate information, and constant availability over human-like AI personalities. The report recommends supplementing satisfaction scores with stage-level abandonment, end-to-end resolution, repeat-contact, outcome-based containment, and escalation-context measures to better assess performance and reduce customer frustration.

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