Voice AI Index

Nov 1, 2026

Consio Voice AI Index

Monthly ecommerce customer service statistics from real calls: why customers call, what they want, and how AI agents perform across 200+ Shopify brands.

AI minutes analyzed0▲2.2%vs Sep

Conversations analyzed0▼45.2%vs Sep

Shopify brands0▲17.3%vs Sep

Trusted by leading Shopify brands

Key findings

This month in three numbers

The figures that stand out across every AI conversation we analyzed.

Key findings

This month in three numbers

The figures that stand out across every AI conversation we analyzed.

1 in 5

calls is about an unexpected subscription charge, the #1 reason customers call.

60%

of conversations are resolved fully or partially, as rated by our LLM judge.

3.75 / 5

average quality rating, scored by our LLM judge on every judged call.

Customer issues

Why customers call

The problem behind each call, as classified by our LLM judge on every conversation.

Customer issues

Why customers call

The problem behind each call, as classified by our LLM judge on every conversation.

Share of conversations by issue

% of all calls · hover a row for the most common details

This monthSep

Unexpected subscription charge

18.5%▲6.5 pts

Order delivery issue

16.2%▼2.5 pts

Other

12.7%▼1.4 pts

Product knowledge gap

7.4%▼2.2 pts

Payment issue

7.3%▲2.8 pts

Unknown

5.9%▲2.5 pts

Account issue

5.3%▲0.8 pts

Order content issue

4.9%▲0.1 pts

Product technical issue

4.7%▼2.6 pts

Return or exchange issue

3.9%▼1.5 pts

Source: Consio Voice AI Index · Oct 2026

When they call

Calls by day and hour, customer local time

00061218MonTueWedThuFriSatSun

FewerMore

Outside 9-to-618%

On weekends11%

Source: Consio Voice AI Index · Oct 2026

When they call

Calls by day and hour, customer local time

00061218MonTueWedThuFriSatSun

FewerMore

Outside 9-to-618%

On weekends11%

Source: Consio Voice AI Index · Oct 2026

Customer goals

What customers actually want

What the caller wants to get done, and how often the AI gets them there.

Customer goals

What customers actually want

What the caller wants to get done, and how often the AI gets them there.

Ask for a human11.4%

Only 1 in 9 callers asks to speak to a person.

Easiest for the AISpeak to support specialist · 62%

Hardest for the AIPlace order · 52%

Source: Consio Voice AI Index · Oct 2026

Customer goal

% of conversations · share resolved end-to-end by the AI

GoalShare of calls%Resolved by AI

Manage subscription

19.9%

61%

Get refund

8.1%

56%

Place order

7.7%

52%

Get explanation

7.6%

57%

Track order

7.6%

61%

Speak to support specialist

6.6%

62%

Speak to a human

11.4%

Routed to an agent

Source: Consio Voice AI Index · Oct 2026

Ask for a human11.4%

Only 1 in 9 callers asks to speak to a person.

Easiest for the AISpeak to support specialist · 62%

Hardest for the AIPlace order · 52%

Source: Consio Voice AI Index · Oct 2026

Customer goal

% of conversations · share resolved end-to-end by the AI

GoalShare of calls%Resolved by AI

Manage subscription

19.9%

61%

Get refund

8.1%

56%

Place order

7.7%

52%

Get explanation

7.6%

57%

Track order

7.6%

61%

Speak to support specialist

6.6%

62%

Speak to a human

11.4%

Routed to an agent

Source: Consio Voice AI Index · Oct 2026

Ask for a human11.4%

Only 1 in 9 callers asks to speak to a person.

Easiest for the AISpeak to support specialist · 62%

Hardest for the AIPlace order · 52%

Source: Consio Voice AI Index · Oct 2026

Customer goal

% of conversations · share resolved end-to-end by the AI

GoalShare of calls%Resolved by AI

Manage subscription

19.9%

61%

Get refund

8.1%

56%

Place order

7.7%

52%

Get explanation

7.6%

57%

Track order

7.6%

61%

Speak to support specialist

6.6%

62%

Speak to a human

11.4%

Routed to an agent

Source: Consio Voice AI Index · Oct 2026

AI performance

How the AI performs

Every conversation is scored with the same rubric, every month.

AI performance

How the AI performs

Every conversation is scored with the same rubric, every month.

Resolution rate

Judged resolved, fully or partially · last 4 months

▼5.5 ptsvs Sep

60.3%Oct 2026

Source: Consio Voice AI Index · Oct 2026

Avg. quality rating3.75/5■0.00vs Sep

1★

2★

3★

4★

5★

Source: Consio Voice AI Index · Oct 2026

Escalation rate37.5%▲10.8 ptsvs Sep

Source: Consio Voice AI Index · Oct 2026

Avg. call duration2m 38s▼27 svs Sep

Source: Consio Voice AI Index · Oct 2026

How conversations end

% of all AI conversations

37.5%

25.7%

21.2%

15.6%

Escalated to a human37.5%

Resolved by AI25.7%

Unresolved21.2%

Callback scheduled15.6%

Source: Consio Voice AI Index · Oct 2026

How it works

How we generate the data

No surveys, no sampling. Every AI call goes through the same pipeline.

How it works

How we generate the data

No surveys, no sampling. Every AI call goes through the same pipeline.

Call

Every AI call, inbound & outbound

75,079 calls

Transcript

Speech-to-text, personal data removed

75,079 transcripts

LLM Judge

Gemini 2.5 Flash, same rubric on every call

21,019 calls judged

CategorizationIssue · goal

Quality1–5 score · summary

OutcomeResolved or escalated

Index

Aggregated across brands, monthly

index / month

Source: Consio Voice AI Index · Oct 2026

Methodology

Published every month. Figures are aggregated across all brands, so no single brand can be identified.

Period: Jul to Oct 2026, by calendar month. Month-over-month trends compare Sep and Oct 2026.
Sample: 75,079 AI calls from 217 Shopify brands in October 2026.
Coverage: 21,019 of these calls (28%) are scored by the judge.
Judge: Every scored call is evaluated by an LLM judge with the same rubric: summary, resolution, category, customer issue and customer goal.
Two intents: Customer issue is the problem behind the call. Customer goal is what the caller wants to get done.
Anonymization: Names, emails, addresses, order and payment numbers are removed. No brand is named without consent.
Next edition: Dec 1, 2026