Intercom 2026 AI Sentiment Report Findings
Intercom's 2026 AI Sentiment Report reveals that positive user sentiment toward AI agents increased to 49%, up from 40% in 2025. The research highlights that user trust in AI agents jumps from 49% to 74% after observing the technology successfully resolve a query.
Verified State Diff
Impact & Verification Analysis
Customer support teams and product designers implementing AI agents.
Provides empirical data for businesses to optimize AI agent deployment strategies by focusing on human-in-the-loop escalation and transparency to overcome conditional trust barriers.
Full Fact Overview
The 2026 AI Sentiment Report provides data on consumer trust and sentiment regarding AI agents in customer service. Key findings include a 9 percentage point increase in positive sentiment compared to 2025. The report identifies that trust is highly conditional, with 54% of users willing to trust AI for routine tasks but hesitant regarding complex issues involving judgment or accountability. The research emphasizes that trust is a design challenge, noting that users prioritize easy escalation to humans and transparent disclosure of AI usage as primary drivers for comfort.