B
Evidence Grade B
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Recent
10%
10% -- retention rate increase for businesses using hybrid AI-human customer service (2025)
Businesses using a hybrid AI-human customer service model saw a 10% increase in retention rates according to a McKinsey study.
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Lighthouse Research Team
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Evidence graded
Value
10%
Unit
Percentage
Data Vintage
2025
Entity
Evidence Quality
B
Strong, reliable evidence
Sourced from a well-regarded research firm or industry leader with transparent methodology and a reasonably large sample.
Single source - not yet corroborated
Score breakdown
Extraction
75
Source Trust
60
Citation Chain
20
Independence
30
Methodology
45
Freshness
95
Source
McKinsey
Primary
Tier B
https://www.sobot.io/article/can-ai-rescue-customer-service-limitations/ ↗
Source Article
Can AI Rescue Customer Service? Not Always
AI has transformed customer service by offering faster responses and enhancing efficiency. Many businesses are turning to advanced AI tools like Sobot AI to streamline routine tasks and provide round-the-clock support. This shift raises the question: can AI rescue customer service? Statistics show t…
Original Research
McKinsey
· Original study ↗
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Cited to McKinsey study
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Segmentation
Industrymarketing
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businesses using hybrid AI-human customer service: 10% retention rate increase. Source: McKinsey (2025). Via Lighthouse Intelligence -- https://lighthousedata.io/data/hybrid-model-retention-increase
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<blockquote cite="https://lighthousedata.io/data/hybrid-model-retention-increase" style="border-left:3px solid #2563eb;padding:12px 16px;margin:16px 0;font-family:system-ui,sans-serif;background:#f0f4ff;"><strong>10%</strong> -- retention rate increase for businesses using hybrid AI-human customer service<br><small>Source: McKinsey (2025) · <a href="https://lighthousedata.io/data/hybrid-model-retention-increase" target="_blank" rel="noopener">Lighthouse Intelligence</a></small></blockquote>
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