NiCE Study Finds 28.8% of Consumers Choose AI Agents When Resolution Is Guaranteed

• NiCE's Q3 2026 AI Consumer Experience Index found 28.8% would choose AI agents if resolution were guaranteed, up from 23% in Q1.
• Trust remained consumers' top service priority at 41%, ahead of issue resolution at 35.4%.
• Nearly two-thirds of consumers, 63.9%, would pay more for better service; 37% valued choosing between AI agents and humans.
• Retail's AI Index reached 108.1, the strongest sector improvement from the Q1 baseline, while its broader customer experience index remained below baseline.
• Consumers would tolerate 2.78 poor experiences before leaving a company, down from 3.24 in Q1.

Disclaimer: This news brief was created by Public Technologies (PUBT) using generative artificial intelligence. While PUBT strives to provide accurate and timely information, this AI-generated content is for informational purposes only and should not be interpreted as financial, investment, or legal advice. NICE Limited published the original content used to generate this news brief via Business Wire (Ref. ID: 20261109259865) on November 09, 2026, and is solely responsible for the information contained therein.