Consumers Tolerate Bots, Not Handoffs

Customers are demanding seamless, instant fixes — and they don’t care if it’s AI or a human on the other end. But there’s a major disconnect: 95% of people expect their information to follow them across channels, yet almost half of companies still drop the thread between bots and agents. With most consumers willing to switch brands after just a few bad experiences, the stakes for getting customer experience right have never been higher.

Here’s the catch: while companies are pouring nearly a third of their customer service budgets into AI, only about one-third of their infrastructure is fully cloud-based. The real risk isn’t just technical — it’s operational. Vendors like Genesys, NICE, Salesforce, and Zoom are racing to unify context and own every layer, squeezing out laggards who rely on fragile integrations. Five9, despite strong financials, faces questions about its partner-led approach to workforce management tech, which could make its real-time service brittle if a key partner is acquired by a rival.

This episode leans on reporting from No Jitter and CX Today, and unpacks new Genesys data from thousands of consumers and business leaders. If your customer service future depends on AI that actually delivers — and you want to know which vendors are poised to win the next 12 months — this is the rundown you need.

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