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Large enterprises fail customers with outdated support systems

By PulseAugur Editorial · [1 sources] ·

A new study by Parloa's research team reveals that large enterprises are failing to provide adequate customer support, with nearly half of their websites lacking clear contact information. The research, which involved mystery shopping 10,000 enterprise websites using AI agents, found that most chatbots are ineffective, with only 8.9% of customer interactions successfully resolving issues. Additionally, traditional voice systems remain outdated, often forcing customers through multiple menu layers and long wait times before reaching a human agent. AI

IMPACT Reveals widespread failure of AI-driven customer support in large enterprises, indicating a need for significant improvement in CX technology adoption.

RANK_REASON The cluster reports on a study analyzing customer experience, which falls under research. [lever_c_demoted from research: ic=1 ai=0.7]

Read on Forbes — Innovation →

AI-generated summary · Google Gemini · from 1 sources. How we write summaries →

Large enterprises fail customers with outdated support systems

How we ranked this

Signal score
0 / 100
Composite score across the factors below. Higher = stronger signal that this story matters right now.
Newsworthiness bucket
Tool
The cluster reports on a study analyzing customer experience, which falls under research. [lever_c_demoted from research: ic=1 ai=0.7]
Source corroboration
Single-source cluster
Only one publisher covered this so far. Single-source stories can still rank when the publisher is high-authority, but they lack cross-source corroboration.
Topics
product, other
Editorial topic classification. Feeds into how the story surfaces on /topic/<slug> hub pages and into the per-entity coverage mix.
AI-industry relevance
High
Clearly on-topic for AI-industry coverage.
Story freshness
136 days old
Aged out of breaking-news scoring windows; ranking reflects the durable signal from the full source set.

Full methodology in our editorial standards.

COVERAGE [1]

  1. Forbes — Innovation TIER_1 English(EN) · Latané Conant, Brand Contributor ·

    The State Of Agentic Customer Experience In 2026

    In a first-of-its-kind study, Parloa's research team deployed AI agents to mystery shop 10,000 enterprise websites.

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