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AI answers. A human stays in reach.

Answered is not solved: 87% of surveyed customers want a way to reach a human. Where AI answers, assists and checks, what 107 offerings do and the rules.

27 Oct 2026

AI answers. A human stays in reach. — Sources and qualifications remain in the original graphic. Select the image to read it at full size.

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ETHORITY®AI Business Operating SystemFunction brief

GOOD AI PRISM · FUNCTION BRIEF 2026/27 · CUSTOMER SERVICE

AI answers. A human stays in reach.

Answered is not solved: 87% of surveyed customers want a way to reach a human. Where AI answers, assists and checks, what 107 offerings do and the rules.

of the 107 document an EU hosting option; 23 document limits on training with customer data

Source · Good AI Prism, Oct 2026

87%

of surveyed customers say firms using GenAI must offer a way to reach a human

Source · Gartner, Aug 2026

107

customer-service AI offerings with decision research, the most deeply researched area of the Prism

Source · Good AI Prism, Oct 2026

https://ethority.ai/research/publications/customer-service-global-en · GLOBAL EDITION · EN · v1.0 · OCT 2026 · Good AI Prism artwork © 2026 ETHORITY & STEN.AI LLC · CC BY-NC-ND 4.0 · data and third-party marks not covered

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