New Yorkers Say AI Customer Service Calls Often End in Frustration

Have you ever called a business for help, only to find yourself talking to a computer that cannot seem to understand what you need? A new report suggests plenty of New Yorkers know that feeling.

According to a state by state breakdown from Answering Service Care, 70% of New Yorkers said an AI customer service call ended badly in some way. Only 26% said the call went smoothly without leaving them upset or without help.

Many New Yorkers Give Up During AI Calls

They found that 24% of New Yorkers gave up because they could not get the help they needed. Another 19% said they hung up with no answer and never called back. For some people, the call did more than waste time. 18% said the AI call made their problem worse. 16% said they felt worse after the call than they did before it began.

AI Calls Can Feel Stressful

Some New Yorkers said AI phone systems caused real stress. 13% said they lost their temper or raised their voice. Another 13% said they felt anxiety before or during the call. 11% said they felt embarrassed or judged while speaking with AI.

People Still Want a Real Person for Important Problems

The national survey found that people are more open to AI for simple things, like checking store hours, tracking a package, or looking up an account balance. But when money, health care, or another serious problem is involved, most people would rather talk to a real person.

Many People Would Wait for Human Help

The survey found that nearly 65% of Americans would wait longer for human help when dealing with an important issue. The report was based on surveys of over 2,000 U.S. consumers and 252 business owners conducted in July 2026.