That disconnect played out in Five9's 2026 Business Leaders CX Report, "AI Has Arrived in CX. Yet 83% of consumers say they have to repeat themselves after being transferred — 35% saying it happens "often or always." Just 12% of consumers say they aren't frustrated at all by the point of transfer from an AI agent to a human one. CX leaders are confident in AI generally, but the connective tissue between AI and agents is the part getting the least deliberate attention. What This Means for Contact Center LeadersThe report's own recommendation is blunt: treat the AI-to-human handoff as a product, not a transfer.