Where does your support team stand on AI?
We are running an industry study at Customer Success Collective to understand how support teams are actually using AI today.
24 questions · 5 minutes · 100% anonymous
Participants receive the full benchmark report before public release.
Help us map where AI in customer support actually stands.
AI is everywhere in customer support. But there is still very little good data on what teams are actually using, what AI is doing in production, and what results they are seeing.
We want to change that.
This study will benchmark five areas across customer support teams:
- 01
Adoption
Whether AI is in production and how long teams have been using it.
- 02
What AI actually does
Drafting, responding, resolving, investigating, and taking action.
- 03
Results
Volume handled, response time, CSAT, cost, and productivity.
- 04
Barriers and trust
What is stopping teams from giving AI more responsibility.
- 05
What is next
Investment, headcount, and how support roles are changing through 2027.
See how your team compares.
When the study closes, we will turn the results into the State of AI in Customer Support 2026 report.
You will see how your team compares across AI adoption, autonomy, results, investment, and the changing role of support, including benchmarks by company and support team size.
- Survey closes
- October 24, 2026
- Report publishes
- November 2026
Everyone who participates gets the full report before public release.
Your answers are anonymous.
We want honest answers about what is actually happening inside support organizations.
Your survey responses will be analyzed in aggregate and will not be attributed to you or your company.
At the end, you can optionally leave your email if you want us to send you the report. Your contact information will not be included with your published responses.
Help benchmark the industry.
24 questions. 5 minutes. Your experience helps show where AI in customer support really stands in 2026.
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