At Avaya, we believe the future of customer experience depends on one essential truth: Connection matters more than contact. To help businesses better understand the evolving role of Artificial Intelligence (AI) in forging meaningful customer relationships, Avaya commissioned a comprehensive study of U.S. consumers in March 2025. This survey — representative of adults aged 18 to 60 across the United States with a confidence level of 95% — builds upon research Avaya first conducted with Ipsos in 2021 and has repeated every two years to capture shifting perceptions, expectations, and behaviors.

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