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2026 Report

The 2026 Delight AI Index.

71% of consumers already use AI customer service. Only 57% like it. The brands that close that gap in 2026 will own the next decade of customer loyalty.

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The AI customer experience market is ready. Here’s the proof.

71%have used AI support.
57%report positive experiences.
70%want memory from AI
54%expect trust in AI to grow.
Adoption is high. Appetite is growing. The window is open.
71% already use AI for support. 70% want it to remember them. Steward delivers both.
Adoption is high. Appetite is growing. The window is open.
The #1 trust builder isn’t accuracy. It’s undo.
57% of consumers trust AI more when they can undo it. Steward keeps every action reversible.
The #1 trust builder isn’t accuracy. It’s undo.
Adoption is high. Appetite is growing. The window is open.
The #1 trust builder isn’t accuracy. It’s undo.

One score. Five pillars. 
The full picture of AI trust.

The Delight AI Index combines five equally weighted pillars into a 100-point score to reflect consumer sentiment and track it over time.

Consumers are halfway to fully trusting AI — and momentum is on AI's side.

  • 01
    Trust & ConfidenceDo consumers trust AI to handle their information reliably?
  • 02
    Resolution EffectivenessCan AI fix issues accurately, reduce effort, and reverse mistakes?
  • 03
    Brand AlignmentDo AI-led interactions feel consistent with a brand's values and quality?
  • 04
    Comfort with AutonomyHow comfortable are consumers letting AI act without approval each time?
  • 05
    Emotional ResonanceDo AI interactions feel tailored, valuable, and exceed expectations?
2026 US Overall Index

Where your industry stands and why.

Consumers embrace AI for everyday tasks, but pull back when money, urgency, or health are at stake.

Where your industry stands and why.

5 key insights. 

One proprietary benchmark

A 2026 snapshot of how US consumers really feel about AI customer experience — built for CX leaders, product teams, and anyone designing the next era of service.

Insight 01
AI ups the stakes for brand reputation

83% hold the brand accountable when AI goes wrong. AI isn't just a support tool anymore; it's a brand signal.

In the full report

How brands turn AI accountability into an advantage

Insight 01
Insight 02
Trust is built by responsibility, not intelligence

Consumers rank the ability to reverse mistakes as the #1 trust builder, above accuracy and transparency.

In the full report

The four design principles that build AI accountability

Insight 02
Insight 03
Consumers draw the line at independent operators

Only 16% are comfortable with full AI autonomy today, but 54% expect that to change within a year. The window is open, but narrow.

In the full report

When each cohort crosses the autonomy threshold

Insight 03
Insight 04
Millennials, not Gen Z, are the inflection point

Millennials lead key AI trust metrics. The report compares generations across pillars and highlights where to focus your 2026 targeting.

In the full report

Generation-by-generation breakdown across every pillar

Insight 04
Insight 05
AI wins the routine. Humans win the high-stakes moments.

Consumer preference for AI vs. human support varies sharply by use case across every industry.

In the full report

A use case preference heatmap for every industry

Insight 05

Get the full 2026 
Delight AI Index.

All five chapters, the complete industry heatmap, generational and gender deep dives, and the full methodology appendix — delivered as a PDF to your inbox.

  • 40+ charts across 5 pillars and 5 industries
  • Generational crosstabs (Gen Z / Millennials / Gen X / Boomers)
  • Male vs. female trust gaps, use case by use case
  • Year-over-year framework for 2027+ tracking

Download the report

The benchmark is a mirror.
Our customers are the proof.

Leaders in travel, tech, and services trust delight.ai to turn every customer moment into recognition, loyalty, and growth.

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