Twilio Report Finds Gap Between Business AI Metrics and Customer Expectations

• Twilio's 2026 Customer Insights Series found businesses prioritize AI speed and efficiency over customers' expectations for effective, personalized support.
• AI agents handle 50% of customer service interactions, with that share expected to reach 63% by 2027.
• Customer satisfaction declined at 91% of brands because of AI errors, including lost context across channels or previous interactions.
• While 76% of consumers expect AI agents to identify themselves upfront, only 32% of businesses prioritize AI transparency.
• Human support remains important: 63% of consumers want easy escalation to a person; 78% have tried bypassing AI agents.

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. Twilio Inc. published the original content used to generate this news brief via Business Wire (Ref. ID: 20261109879402) on November 09, 2026, and is solely responsible for the information contained therein.