SYDNEY, November 10, 2026 – NiCE (NASDAQ: NICE), a CX AI company, today released findings from the Q3 2026 AI Consumer Experience Index showing that consumers are more willing to choose AI agents when they know their issue will be resolved. Conducted by Metrigy, in partnership with NiCE, the new research highlights an opportunity for enterprises to earn customer trust and loyalty through AI that delivers accurate service and connects customers with a person when needed.
The quarterly study surveys 1,000 U.S. adults to measure how customer service experiences compare with expectations across eight dimensions, including AI satisfaction, AI trust and issue resolution. Scores track change from a Q1 2026 baseline of 100.
For the third consecutive quarter, trust ranked first among the factors consumers value most in interactions with businesses, selected by 41%, ahead of resolution at 35.4%. When resolution was guaranteed, 28.8% said they would choose an AI agent, up from 23% in Q1. Accuracy was the leading reason consumers chose a service channel, cited by 54.7%. Together, the findings point to a practical priority for CX leaders: make reliable outcomes the foundation of AI adoption.
“AI adoption is earned every time a customer gets the help they need,” said Arun Chandra, Chief Operating Officer, NiCE. “The next wave of adoption depends on AI agents that understand the customer, take action and carry the context forward when a person needs to step in. NiCE brings together NiCE Cognigy and NiCE CXone to help enterprises connect AI agents, workflows and human expertise, turning AI innovation into customer experiences that build trust.”
Key findings show where businesses can build on that opportunity:
- AI satisfaction and trust lead progress since Q1. The AI Satisfaction Index reached 109.4 and the AI Trust Index reached 106.9, gains of 9.4 and 6.9 points from the Q1 baseline. These were the largest improvements among the eight dimensions tracked.
- Consumers value AI and human expertise working together. The most popular service model combines AI and human agents, switching automatically based on complexity (39.4%). Another 37% prefer human-led service supported by AI, while 23.6% favor AI-led service with people available when needed.
- Choice is a service benefit consumers value. Nearly two-thirds of consumers (63.9%) would pay more for better service. The most-selected premium feature was the ability to choose between an AI agent and a human, cited by 37.0% of all respondents.
- Adults aged 25 to 34 show strong engagement with AI. Nearly three-quarters (74.4%) expect AI to improve customer service over the next two years, compared with 49.5% overall. Their usage reinforces that optimism: 39.7% reported using an AI text agent, compared with 26.2% of consumers overall.
- Retail shows the strongest AI improvement among the three sectors tracked. Its AI Index stood at 108.1, the largest gain against each sector’s own Q1 baseline across retail, financial services and healthcare. Retail’s broader CX Index remained below baseline, highlighting the opportunity to extend AI gains across the full service experience.
The findings also reinforce the importance of earning loyalty with each interaction. Consumers said they would tolerate an average of 2.78 poor experiences before leaving a company, assuming they could do so, down from 3.24 in Q1.
“Trust isn’t a soft metric anymore. It’s the one that decides whether a customer comes back,” said Robin Gareiss, CEO and principal analyst for AI and CX, Metrigy. “Consumers are more open to AI when they can count on a resolution, and they’re now sending personal AI agents to negotiate, escalate, and decide for them. Those agents will recommend the brands they can trust. The opportunity for businesses is to earn that trust consistently, with every customer and every agent, and make it easy to reach a person when the situation calls for one.”
NiCE helps enterprises put these priorities into practice through NiCE Cognigy and NiCE CXone, connecting AI agents with customer service workflows and employees across voice and digital channels. This approach enables businesses to expand AI adoption while maintaining continuity as customers move between automated service and human support.
About the AI Consumer Experience Index
The Metrigy AI Consumer Experience Index is a quarterly study of 1,000 demographically representative U.S. adults, produced independently by Metrigy in partnership with NiCE. Respondents rate their customer service experiences against their expectations on a five-point scale, and scores are calculated using a diffusion index method, with Q1 2026 set as the baseline of 100.0. The topline margin of error is approximately ±3.1 percentage points; subgroup estimates have greater uncertainty. The Q3 2026 wave was fielded August 10–14, 2026.
