As AI agents gain momentum in customer service, new Liveops research finds enterprise CX leaders are rejecting AI-only automation in favor of models that combine AI with human judgment, empathy and oversight.

SCOTTSDALE, Ariz.: Liveops, a leader in flexible customer experience solutions, today released its 2026 AI Maturity Benchmark for Customer Experience, a new global research report showing that enterprise customer experience (CX) leaders are embracing AI, but not an AI-only CX.

The findings show that while AI is becoming more embedded in CX operations, enterprise leaders are not treating automation as a substitute for human expertise. Instead, they are prioritizing models that use AI to improve speed, consistency and efficiency while relying on human judgment in place for context, empathy and higher-risk decisions.

Developed in collaboration with Ryan Strategic Advisory, the report is based on responses from 815 enterprise executives with decision-making authority over contact centers across global markets.

The findings point to a market that is advancing in AI adoption, but still early in operational maturity, with clear differences across industries and geographies:

• Only 6% of enterprise leaders prefer AI-only automation for CX delivery, while 73% prefer a hybrid AI and human model, and 21% prefer human-only support.
• 61% of organizations are in the Walk or Run stages of AI maturity, meaning many enterprises are already bringing AI into workflows or using it to automate defined actions with human oversight.
• Only 14% of organizations say they have reached the Fly stage, where AI continuously adapts and optimizes CX decisions in real time.
• Gaming leads all surveyed industries in advanced AI maturity, with 61% of organizations in the Run or Fly stages. FinTech, Digital Enterprise and Media follow at 58%.
• Public sector has the highest concentration of organizations in the earliest Crawl stage at 47%, followed by green enterprise at 44%, energy and utilities at 43% and pharmaceuticals at 39%.
• Change management and workforce readiness ranked as the top constraint to CX transformation, scoring 3.7 out of 5. Data security and compliance concerns followed at 3.6.
• Preference for hybrid CX models was consistent across every surveyed market, with the strongest support in the U.S., Japan and the U.K.

“Enterprise leaders are not rejecting AI, but they are rejecting the idea that customer experience should become AI-only,” said Molly Moore, president and COO of Liveops. “The focus has shifted from adoption to execution, applying AI in ways that improve speed and consistency while keeping human judgment at the center of moments that require context, empathy and trust. Through LiveNexus by Liveops, we’re helping organizations operationalize this model with orchestration, combining AI and human expertise in a way that delivers measurable outcomes.”

The findings show that AI maturity in CX is advancing, but unevenly. Most organizations have moved past early experimentation, but full real-time optimization remains limited. The report also found sharp differences by industry, with digital-first sectors further along than more regulated or infrastructure-heavy markets.

The report points to a more disciplined phase of AI adoption in CX. For enterprise leaders, the next phase will depend less on adding tools and more on preparing teams, assigning ownership, strengthening quality controls and determining where human oversight belongs. Success is increasingly defined by how effectively organizations orchestrate AI, human expertise and workflows, not simply how much automation they deploy.

To see the full findings and benchmark your organization’s AI maturity, read the Liveops 2026 AI Maturity Benchmark for Customer Experience.

About Liveops

Liveops is redefining what outsourced customer service means in a modern, always-on world, built on the belief that genuine connection drives brand loyalty. For over 25 years, we’ve paired cutting-edge technology with trusted, remote, and empathetic human expertise to deliver agile, high-touch customer support solutions that scale with precision and care. As pioneers in the flexible workforce model, we bring global reach with unmatched adaptability-helping brands meet customer needs, anywhere, anytime. From complex interactions to seasonal surges, we proudly serve Fortune 500 and enterprise clients-delivering personalized experiences that earn trust and drive lasting impact. It’s not outsourcing, it’s outsmarting. For more information, visit liveops.com.

About LiveNexus

LiveNexus is the AI and human orchestration engine from Liveops that helps enterprises modernize customer experience with confidence. Powered by real-world CX data and a nationwide talent network, LiveNexus enables brands to test, learn, and scale AI-driven solutions with operational rigor, accountability, and speed. For more information, visit www.liveops.com/livenexus.

Fonte: Business Wire