Five9 Finds 44% of Patients Delay Care, Give Up or Switch Providers Over Service Friction

• Five9 research found 44% of consumers delayed care, abandoned healthcare requests or switched providers over customer-service difficulties in the past 12 months.
• While 85% expect agents to access previous interactions or relevant history, 53% still repeat information their provider should already know.
• Only 26% of Gen Z consumers had issues fully resolved on first contact, compared with 74% of Baby Boomers.
• Comfort with AI reached 38% for appointment scheduling, versus 12% for medical advice.
• The healthcare customer-service report surveyed 1,000 US consumers aged 18 or older in September 2026.

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. Five9 Inc. published the original content used to generate this news brief via Business Wire (Ref. ID: 202611100900BIZWIRE_USPR_____20261110_BW017278) on November 10, 2026, and is solely responsible for the information contained therein.