Why 78% of customers try to bypass your AI agent

New Twilio research finds 78% of consumers have tried to bypass an AI agent to reach a human. Right now, somewhere in your support queue, a frustrated customer is mashing zero on the keypad. Or saying "talk to a human." At first, it’s polite, maybe even patient [1].

Sources

1. twilio.com · Why 78% of customers try to bypass your AI agent Aug 28, 2026

This is the neutral brief the press writes once, for everyone, before each reader’s paper adds its own so-what. It links out; it does not republish. 1 article clustered.

Print your own paper