Why 78% of customers try to bypass your AI agent

· Twilio · Aug. 28, 2026, 10:34 p.m.
Industry Insights AI agents customer-service consumer behavior Twilio research
Summary
A Twilio study reveals that 78% of consumers attempt to bypass AI agents to connect with humans, highlighting dissatisfaction with AI interactions. The post discusses reasons for this behavior and offers strategies to mitigate the issue.
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