# 86% of brands think their AI works. Only 51% of customers agree.

DevFeed: [86% of brands think their AI works. Only 51% of customers agree.](<https://devfeed.tech/articles/86-of-brands-think-their-ai-works-only-51-of-customers-agree-62328.md>)

Original publisher: [Read original article](<https://www.twilio.com/en-us/blog/insights/improve-ai-satisfaction>)

Author: Jesse Sumrak

Published: 2026-09-29T00:00:00Z

Content type: article

Language: en

Sources: [Twilio](<https://devfeed.tech/sources/twilio-blog.md>)

Topics: [product-experimentation](<https://devfeed.tech/topics/product-experimentation.md>), [ai evaluation](<https://devfeed.tech/topics/ai-evaluation.md>), [Artificial Intelligence](<https://devfeed.tech/topics/ai.md>)

Tags: [ai](<https://devfeed.tech/tags/ai.md>), [ai-fails](<https://devfeed.tech/tags/ai-fails.md>), [ai-performance](<https://devfeed.tech/tags/ai-performance.md>), [conversational-ai](<https://devfeed.tech/tags/conversational-ai.md>), [customer](<https://devfeed.tech/tags/customer.md>), [customers](<https://devfeed.tech/tags/customers.md>), [dashboard](<https://devfeed.tech/tags/dashboard.md>), [effectiveness](<https://devfeed.tech/tags/effectiveness.md>), [engagement](<https://devfeed.tech/tags/engagement.md>), [engagement-metrics](<https://devfeed.tech/tags/engagement-metrics.md>), [industry-insights](<https://devfeed.tech/tags/industry-insights.md>), [metrics](<https://devfeed.tech/tags/metrics.md>), [tools](<https://devfeed.tech/tags/tools.md>), [twilio](<https://devfeed.tech/tags/twilio.md>)

## AI overview

The article describes a gap between brands' assessments of their AI customer support and customers' reported experiences. It argues that post-interaction surveys and containment metrics can overlook abandoned conversations and whether customers actually resolve their issues. It recommends tracking meaningful engagement and aligning AI performance with customer expectations.

## Source excerpt

Brands think they've designed AI that solves all their customers problems, but almost half of customers disagree. Here's what's happening.