New UJET research shows that although 100% of customer service agents interact with AI on a daily basis, 0% consider it critical to their daily success

New data shows that immature AI implementation leads to friction and negative experiences for customers and agents as brands squeeze their customer service

SAN FRANCISCO, April 22, 2026 /PRNewswire/ — UJET, a leader in AI-powered contact center innovation, today released new industry research showing that, despite 100% of customer service agents interacting with AI on a daily basis, 93% of customer service agents are confident they could do their jobs without AI. 78 percent say their organization’s AI tools are not currently having a transformative impact, while 54 percent believe that while AI is helpful, it lacks the context and depth needed to make a real impact.

As a result, 0% of agents – not a single respondent – ​​consider AI critical to their day-to-day success.

While many brands are looking to automate customer interactions and reduce headcount through the use of AI, UJET’s findings confirm that this approach hurts agent performance and customer experience (CX) – leading to friction rather than…