Artificial intelligence (AI) can be a potent tool in satisfying customers and building long term relationships, according to the Vonage Global Customer Engagement Report 2025.

The report — which is based on data from more than 7,000 consumers in 17 global markets — provides context on what is at risk (or can be gained) from the nature of customer experiences. It found that 75% of customers are likely to leave after a bad customer experience and 48% need only one or two experiences before they leave.

Conversely, what the report calls a “great” customer service has a lot of rewards: 57% of customers will provide positive feedback on a survey, 53% will tell friends and family, 52% will become more loyal to the company or provider, and 35% of customers will purchase additional products.

The report also breaks out attitudes to data breaches. It found that 75% of consumers are less likely to stay with a company experiencing a breach, even if their data was not stolen. That percentage jumps to 90% when the individual’s data is stolen.

AI is a trusted technology. The report found that 32% of consumers plan to increase chatbot usage. It found similar growth across video chat, voice assistants, and automated phone support.

Other results from the study:

• The U.S. favors AI-driven texting and email, while EMEA shows interest in AI-enabled channels.

• 65% of respondents cite long wait times and multiple contacts as major pain points. This drives demand for AI tools such as virtual assistants and smart IVR.

The report compared opinions across regions. Consumers in the U.S. “[R]emain focused on SMS text messages, mobile phone calls, and email and plan to continue using these methods (especially SMS) — but also show moderate interest in moving toward more AI-enabled channels,” the report said.

“Usage of built-in apps such as FaceTime continues to outpace those more popular globally (such as WhatsApp) and Facebook remains the leading social media platform. These consumers continue to view knowledgeable representatives as the core of effective customer support.”