Customer support · Production

2026 AI Consumer Trends: What Consumers Really Think About AI

The problem

One-size-fits-all AI experiences are falling flat as consumers hold widely different AI comfort zones—from daily enthusiasts to complete holdouts—leaving brands uncertain which tactics will resonate with which audience.

Workflow diagram · grounded in source
1
Consumer initiates AI-assisted query
trigger
“More than 1 in 5 consumers tell us that they now start with LLMs when they want to make decisions, learn new things, solve problems, plan activities, and more”
2
AI resolves support and recommendation queries
ai_action
“Folk Clothing resolved over 50% of support queries with AI in a 90-day period”
3
Ticket resolution outcomes delivered
output
“Harney & Sons reduced average ticket resolution time by 20% with AI”
Reported outcome

Brands deploying AI for customer service have seen measurable results: Folk Clothing resolved over 50% of support queries with AI in a 90-day period, Ministry of Supply resolved 84% of product recommendation chat queries in 90 days, and Harney & Sons reduced average ticket resolution time by 20% with AI.

Reported metrics
global consumers using AI at least weekly60%
consumers who completely trust AI13%
Millennial/Gen Z more likely than baby boomers to completely trust AIover 75% more likely
men more likely than women to completely trust AI60% more likely
Show all 15 reported metrics
global consumers using AI at least weekly60%
consumers who completely trust AI13%
Millennial/Gen Z more likely than baby boomers to completely trust AIover 75% more likely
men more likely than women to completely trust AI60% more likely
AI Enthusiasts who are men63%
AI Skeptics who are women61%
European consumers more likely than US consumers to completely trust AI33% more likely
European consumers more likely than Australian consumers to completely trust AI3x more likely
Gen Z more likely to say customer service chats feel too automated10% more likely
men more likely than women to feel product recommendations are too generic26% more likely
US consumers more likely than European consumers to say retargeting ads feel too automated40% more likely
consumers starting with LLMs for decisionsmore than 1 in 5
Folk Clothing support queries resolved with AI (90-day period)over 50%
Harney & Sons average ticket resolution time reduction20%
Ministry of Supply product recommendation chat queries resolved (90 days)84%
Reported stack
LLMs
Source
https://www.klaviyo.com/au/marketing-resources/ai-consumer-trends
Read source ↗

Frequently asked questions

What did this team achieve with this AI workflow?

Brands deploying AI for customer service have seen measurable results: Folk Clothing resolved over 50% of support queries with AI in a 90-day period, Ministry of Supply resolved 84% of product recommendation chat quer…

What tools did this team use?

LLMs.

What results were reported?

global consumers using AI at least weekly: 60%; consumers who completely trust AI: 13%; Millennial/Gen Z more likely than baby boomers to completely trust AI: over 75% more likely; men more likely than women to completely trust AI: 60% more likely (source-reported, not independently verified).

How is this customer support AI workflow structured?

Consumer initiates AI-assisted query → AI resolves support and recommendation queries → Ticket resolution outcomes delivered.

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