70% of Consumers Willing to Pay More for Exceptional Customer Support, New Decagon Report Shows
Customer support is no longer just a service—it's a vital factor that influences buying decisions and brand loyalty. According to Decagon's latest 2025 survey, a significant 70% of U.S. consumers say they would pay a premium if a brand offers outstanding customer support.
This research, based on responses from over 2,000 U.S. adults, sheds light on how customer expectations are shifting, especially among younger consumers who are more open to AI-driven support solutions.
Why Customer Support Matters More Than Ever
- 58% of consumers say a single bad interaction is enough to stop them from buying from a brand again.
- 31% would rather visit the dentist than endure frustrating customer service.
- 56% view brands using AI for customer support as more modern and innovative.
These insights highlight the high stakes for support teams. Negative experiences don’t just cause frustration—they lead directly to lost customers.
A Generational Shift in Expectations
Consumers aged 18 to 44 are notably less satisfied with customer support across industries like finance, travel, and healthcare. Their expectations for speed, accuracy, and trust are higher, and they show a strong preference for AI-led support when it meets certain standards.
- 86% of younger adults would prefer AI over a human agent if it means faster, more accurate, and always-available help.
- 55% feel more comfortable sharing personal details with AI than with some friends.
- 53% say AI chatbots listen better than a spouse or partner.
- They are twice as likely as older adults to believe AI agents can demonstrate emotional intelligence.
What This Means for Customer Support Professionals
Speed is now just the baseline expectation. Today’s consumers—especially younger ones—also demand empathy, intelligence, and personalized experiences. Brands that treat support as just a cost center risk falling behind.
AI offers a path forward by handling complex issues efficiently and freeing human agents to focus on building connections and anticipating customer needs. This approach can transform reactive support into proactive, concierge-level service available 24/7.
For customer support teams, embracing AI isn’t about replacing humans—it’s about enhancing the overall customer experience by combining technology and empathy.
Learn More and Take Action
Explore the full findings of Decagon’s survey and consider how AI agents can fit into your customer support strategy at Decagon’s official report.
If you’re interested in building skills around conversational AI and customer experience, check out Complete AI Training’s courses tailored for customer support professionals.
About Decagon
Decagon is a conversational AI platform focused on delivering concierge customer experiences through AI agents. Their technology combines natural language understanding with precise coding to build AI agents that provide secure, reliable, and always-on service. Decagon helps brands create meaningful, intelligent connections with customers to redefine what effective customer support looks like.
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