---
title: "73% of Enterprise CX Leaders Prefer Hybrid AI and Human Customer Service Models, Liveops Research Reveals"
type: "News"
locale: "en"
url: "https://longbridge.com/en/news/285393538.md"
description: "A recent Liveops study reveals that 73% of enterprise customer experience (CX) leaders prefer hybrid models combining AI and human support over AI-only automation. The report indicates that while AI is increasingly integrated into CX operations, human judgment remains crucial for context and empathy. Only 6% favor AI-only solutions, with 21% opting for human-only support. The research highlights varying AI maturity levels across industries, with gaming leading in advanced AI adoption. The focus is shifting from AI adoption to effective execution, emphasizing the orchestration of AI and human expertise for improved customer experiences."
datetime: "2026-05-06T13:46:07.000Z"
locales:
  - [zh-CN](https://longbridge.com/zh-CN/news/285393538.md)
  - [en](https://longbridge.com/en/news/285393538.md)
  - [zh-HK](https://longbridge.com/zh-HK/news/285393538.md)
---

# 73% of Enterprise CX Leaders Prefer Hybrid AI and Human Customer Service Models, Liveops Research Reveals

In Scottsdale, Arizona, Liveops, an esteemed provider of adaptable customer experience solutions, unveiled its 2026 AI Maturity Benchmark for Customer Experience. This global study reveals that top CX players are integrating AI into their operations, yet they are not solely relying on AI for customer interaction. The report demonstrates a shift towards incorporating AI within CX strategies while emphasizing the value of human knowledge. The research highlights the importance of balancing automation with human expertise.

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