2026 AI in Customer Support Survey Template

An AI in customer support survey is a structured research tool that collects quantitative and qualitative data from CX professionals on how artificial intelligence is affecting ticket resolution, response times, agent headcount, and customer satisfaction. It helps organizations benchmark AI performance against human-handled interactions.

Run this survey at three specific moments: immediately after deploying a new AI tool to establish a baseline, six months post-implementation to measure ROI, and annually during budget planning cycles. Triggering it after a notable spike in escalations or a drop in CSAT scores also yields high-value diagnostic data.

Respondents should account for all active AI touchpoints in their support stack, including chatbots handling first contact, automated ticket routing and classification systems, knowledge base generation tools, and voice AI for phone or IVR channels. Including all active tools ensures the ticket deflection and satisfaction data is accurate.

Measure AI ROI in customer support by combining the five-star ROI rating in this survey with hard metrics: percentage of tickets resolved without human intervention, change in average response time, and any headcount impact. Pairing the quantitative ratings with open-ended failure scenario descriptions surfaces where cost savings are offset by quality loss.

The survey isolates AI ticket deflection rate through a dedicated question capturing the percentage of inquiries resolved entirely without human intervention, segmented by company size and role. This makes it straightforward to compare deflection benchmarks across industries and identify whether high deflection correlates with improved or worsened customer satisfaction scores.