AI for Customer Experience: Living with AI, Longing for Connection

Discover the real story behind consumer AI adoption—and what it means for CX.

Read the survey results

Read the survey results

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In 2025, consumers aren’t just experimenting with AI—they’re living with it. Yet even as AI becomes embedded in daily life, one truth is louder than ever: People still long for real connection.

To understand what this means for customer experience, Avaya conducted a nationally representative survey of U.S. adults. This third wave of research (2021, 2023, 2025) reveals the evolving balance between automation and authenticity—and what businesses must do now to build trust and loyalty.

Get the full report to see what your customers really want from AI—and what they won’t accept.

In this new report, explore:

  • Why familiarity with AI is rising—but trust is fraying
  • Where consumers want AI—and where they demand human empathy
  • The high-stakes shift from contact centers to connection centers
  • How transparency, choice, and ethical design now shape loyalty
  • The new role of Avaya Infinity™ in orchestrating AI + human collaboration