AustraliaMay 3, 20263 min read

Australian CX Research Highlights Empathy as a Missing Metric in AI Support

Australian CX research highlights empathy as a missing metric for AI support, with speed gains only useful when customers feel understood.

In this briefing

Why it matters
What changed
The customer service angle
What businesses should watch

Why it matters

CX Focus reported on ServiceNow customer experience research showing that Australians spent significant time dealing with customer service issues in 2025, while AI helped remove waiting time.

What changed

The research points to a mixed reality: AI can reduce delays, but many customers still care deeply about the quality and tone of the interaction.

The customer service angle

Fast answers are not enough. AI support must be accurate, context-aware and honest when it cannot solve a problem.

What businesses should watch

Support leaders should measure empathy-related signals such as repeat contacts, escalation quality, complaint themes and whether customers feel their issue was understood.