B
Evidence Grade B
Graded
under review
Safe to Cite
Current
30%
30% -- generative ai value share of function costs for Customer care function (2026)
Attribution:
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Lighthouse Research Team
Last verified:
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Source verified
Evidence graded
Value
30%
Unit
Percentage
Data Vintage
2026
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
50
Source Trust
60
Citation Chain
20
Independence
30
Methodology
35
Freshness
95
Source
McKinsey
Primary
Tier C
https://www.enjo.ai/post/the-future-trends-of-customer-service-automation ↗
Source Article
The Definitive Guide to Customer Service Automation (2026)
Transform complex support workflows
The Definitive Guide to Customer Service Automation (2026)
Support volume grows with every customer you add; the team answering it does not. The first generation of automated customer service managed that gap by deflecting people: canned replies, decision-tree cha…
Original Research
McKinsey
· Original study ↗
Methodology
McKinsey estimate; range 30-45%, midpoint used
Methodology documented
Segmentation
Industrymarketing
Cite this stat
Plain Text
Customer care function: 30% generative ai value share of function costs. Source: McKinsey (2026). Via Lighthouse Intelligence -- https://lighthousedata.io/data/mckinsey-genai-customer-care-value-2026
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<blockquote cite="https://lighthousedata.io/data/mckinsey-genai-customer-care-value-2026" style="border-left:3px solid #2563eb;padding:12px 16px;margin:16px 0;font-family:system-ui,sans-serif;background:#f0f4ff;"><strong>30%</strong> -- generative ai value share of function costs for Customer care function<br><small>Source: McKinsey (2026) · <a href="https://lighthousedata.io/data/mckinsey-genai-customer-care-value-2026" target="_blank" rel="noopener">Lighthouse Intelligence</a></small></blockquote>
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