Gen Z and the AI Customer Service Paradox: Speed vs the Human Touch

We recently conducted a fascinating study that revealed a paradox in how Gen Z views the role of AI in customer service. While 60% of these young consumers love the speed and convenience of AI-powered chatbots, they still crave a human touch for complex issues. This means brands need to find the sweet spot between AI and human support to keep this tech-savvy generation happy. 

AI: Gen Z's go-to for quick fixes 

Gen Z customer service presents a unique challenge for brands today. Our research reveals that while these digital natives embrace technology with open arms, they still expect authentic human connections when issues become complex or emotional. This duality is reshaping how forward-thinking companies approach their customer experience strategy. 

In fact, our 2025 Customer Experience Report found that Gen Z is the most likely generation to try self-service solutions before contacting support, with 94% attempting to solve issues online first. They're also the most forgiving after a negative chatbot experience, with only 20% unwilling to give chatbots another chance, compared to 61% of Baby Boomers. 

The trust gap and the need for human connection 

What's interesting is that even though Gen Z loves technology, they still have some trust issues with AI. Understanding how Gen Z technology preferences shape their expectations is crucial for brands hoping to win their loyalty. They're concerned about its reliability and trustworthiness, especially when it comes to sensitive information. Bridging this trust gap is key to successful Gen Z customer service, ensuring AI solutions that are both accurate and trustworthy. 

According to our 2025 Customer Experience Study, while 55% of Gen Z respondents trust AI to give them accurate information, a significant 21% remain skeptical. This illustrates that there still is work that needs to be done to build confidence in AI-powered customer service solutions. 

The human touch still matters 

Some brands are already excelling at Gen Z customer service, and Gen Z has taken notice. Companies like Sephora, Target, and Apple are winning them over with support that aligns with Gen Z communication styles—direct, efficient, but still deeply personal. As one survey respondent put it, "Loyalty is a two-way street. If I am a regular and we start to build a relationship, that is when I expect an incredible CX experience." Even in the age of AI and Gen Z technology, a human touch can still win customer hearts. 
 
Our research found that when it comes to urgent or sensitive customer service issues, 47% of Gen Z still prefer phone support—demonstrating that for high-stakes situations, the reassurance of human interaction remains valuable even to digital natives. 

Five9 CX Summit 2024: Gen Z takes the stage 

We recently hosted our CX Summit 2024 in Barcelona, where we explored the future of customer experience and Gen Z communication styles. It was amazing to have members of The Z Suite, a group of Gen Z thought leaders, join us on stage to share their insights on AI in customer service. Together, we discussed how brands can balance AI innovation with a human-centric approach to create exceptional experiences, emphasizing the importance of blending technology with empathy and genuine connection. The conversation also covered Gen Z's strategies for interacting with chatbots, when they escalate issues to human representatives, and how customer service experiences influence their brand loyalty. 

Key Takeaways for Brands: 

• Find the Right Balance: Use AI for simple inquiries but have humans ready for complex issues. 

• Build Trust: Be transparent about using AI and protect customer data. 

• Use AI Ethically: Make sure AI solutions are fair and prevent bias as much as possible. 

• Personalize Responsibly: Offer tailored experiences while respecting privacy.