Key stat: 71% of CX leaders and practitioners worldwide use AI for ticket resolution, more than for any other task, according to an August report from Zendesk.

Beyond the chart:

• But a closed ticket isn't a won customer. While 88% of US adults who use AI-powered customer support say it resolved their issue, only 22% say it made them prefer the company, according to Gladly.
• Meanwhile, handoffs are where AI resolution breaks down. 96% of CX decision-makers believe they preserve context during most AI-to-human transfers, but 83% of consumers say they have to repeat information after a transfer, according to Five9.

Use this chart: Drop this into your next CX budget review to show where peers already put AI to work. Pair the 71% for ticket resolution with Gladly's 22% loyalty figure to argue that your team should track repeat contacts and satisfaction, not just tickets closed.

Related EMARKETER reports:

• How CMOs Are Using CX to Drive Durable Growth (EMARKETER subscription required)
• Infopack: Customer Experience 2026 (EMARKETER subscription required)

Methodology: Data is from the August 2026 Zendesk report titled "State of AI in CX Report: Third Edition." 606 CX leaders and practitioners across a range of company sizes, industries, and geographies were surveyed in early 2026. At a 95% confidence level, the margin of error for the full sample is approximately ±4 percentage points.