B
Evidence Grade B
Graded
accuracy verified by the review judge
Safe to Cite
Current
59%
59% -- customers preferring ai powered support first for customers (2026)
59% of customers prefer AI-powered support as a first step.
- 45% drop that preference when escalation to a human agent is difficult
Attribution:
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Lighthouse Research Team
Last verified:
·
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Source verified
Evidence graded
Value
59%
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
45
Freshness
95
Source
Talkdesk
Primary
Tier C
https://messageflow.com/blog/omnichannel-customer-support/ ↗
Source Article
Omnichannel Customer Support: What It Is & How to Build It
Omnichannel customer support connects every channel your customers use – from email, SMS, chat, WhatsApp, phone, to social – into a single, continuous experience. Contrary to multichannel support, where each channel operates in its own silo, omnichannel carries conversation context and customer data…
Original Research
Talkdesk
· Original study ↗
Methodology
Talkdesk research cited by MessageFlow; 45% drop preference when escalation is difficult
Methodology documented
Segmentation
Industrymarketing
Cite this stat
Plain Text
customers: 59% customers preferring ai powered support first. Source: Talkdesk (2026). Via Lighthouse Intelligence -- https://lighthousedata.io/data/talkdesk-ai-support-preference
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<blockquote cite="https://lighthousedata.io/data/talkdesk-ai-support-preference" style="border-left:3px solid #2563eb;padding:12px 16px;margin:16px 0;font-family:system-ui,sans-serif;background:#f0f4ff;"><strong>59%</strong> -- customers preferring ai powered support first for customers<br><small>Source: Talkdesk (2026) · <a href="https://lighthousedata.io/data/talkdesk-ai-support-preference" target="_blank" rel="noopener">Lighthouse Intelligence</a></small></blockquote>
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