# Why 78% of customers try to bypass your AI agent

DevFeed: [Why 78% of customers try to bypass your AI agent](<https://devfeed.tech/articles/why-78-of-customers-try-to-bypass-your-ai-agent-16116.md>)

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

Author: Jesse Sumrak

Published: 2026-08-28T00:00:00Z

Content type: article

Language: en

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

Topics: [AI Agent](<https://devfeed.tech/topics/ai-agent.md>), [Support](<https://devfeed.tech/topics/support.md>), [Automation](<https://devfeed.tech/topics/automation.md>), [Artificial Intelligence](<https://devfeed.tech/topics/ai.md>)

Tags: [agents](<https://devfeed.tech/tags/agents.md>), [ai](<https://devfeed.tech/tags/ai.md>), [ai-agent](<https://devfeed.tech/tags/ai-agent.md>), [ai-transparency](<https://devfeed.tech/tags/ai-transparency.md>), [automation](<https://devfeed.tech/tags/automation.md>), [customer-service](<https://devfeed.tech/tags/customer-service.md>), [industry-insights](<https://devfeed.tech/tags/industry-insights.md>), [support](<https://devfeed.tech/tags/support.md>)

## AI overview

Twilio research reports that 78% of consumers have tried to bypass an AI agent to reach a human, while 63% want an easy escalation path. The article attributes this behavior to concerns about transparency, high-stakes tasks, and inefficient interactions, and describes consumers' preferences for disclosure, human escalation, and reliable AI.

## Source excerpt

New Twilio research finds 78% of consumers have tried to bypass an AI agent to reach a human. Here's why (and what to do about it).