Niki Hall, Chief Marketing Officer at Five9, explains the trend: "Gen Z are natural 'prompt engineers.' They know how to interact with AI to get the information they need but are also keenly aware of its limitations. While AI offers unparalleled efficiency, empathy and complex problem-solving remain unique to humans."
A recent survey by Five9 found that nearly 60 percent of Gen Z consumers value the speed and convenience of AI-powered customer service. However, the same generation overwhelmingly finds they need the human touch for complex issues, highlighting a challenge for businesses to balance AI solutions with personalized support.
The survey found that nearly half of Gen Z respondents see AI as ideal for resolving simple issues, while 60 percent appreciate the faster response times AI provides over human reps. Yet, they also recognize that complex interactions require a human touch."
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