Sources
All accessed 2026-08-19. [vendor] marks vendor-published claims about the publisher's own market.
Brynjolfsson, Li and Raymond, Generative AI at Work (Quarterly Journal of Economics 140(2), May 2025, n=5,172): the assist-side causal anchor; CRMArena-Pro (arXiv 2505.18878, May 2025) for the multi-turn degradation and confidentiality findings; COPC AI customer experience research (Jan 2026, 1,000+ consumers, six countries) for satisfaction, the resolution step function and the disclosure effect; Sinch enterprise study (Jan-Feb 2026, n=2,527, independent institute) for rollback prevalence; Moffatt v. Air Canada (2024 BCCRT 149, Feb 2024); OLG Hamm (12 May 2026) and LG Munich I (28 May 2026) on chatbot liability; EU AI Act Article 50 and Commission guidance (Jul 2026); California, Utah and Colorado disclosure statutes; Luo, Tong, Fang and Qu (Marketing Science 38(6), 2019, n=6,200+) for the disclosure-and-persuasion result; Metrigy consumer research (fielded Nov 2025) for preference data; Gartner customer-service forecasts and surveys (2025-2026, including n=321 fielded Oct 2025); Forrester 2026 predictions; Klarna and Commonwealth Bank reversals (2025); McDonald's drive-thru termination (2024); Cursor support-bot incident and remediation (Apr 2025); Deepgram and Opus Research voice survey (400 leaders); Adobe Analytics AI-traffic series (Mar 2025 to Apr 2026, 1T+ visits) for the conversion reversal and page-readability scorecard; Salesforce Cyber Week aggregate (Dec 2025); agentic commerce protocol specifications (2025-2026); Ninth Circuit ruling on agentic browsing (2026). Excluded as untraceable: per-vendor resolution benchmark tables circulating in aggregator content, one of which was traced to its attributed source and found absent; voice containment and adoption percentages sourced only to vendor marketing; all published escalation-rate benchmarks. Re-verify by Q4 2026: Article 50 enforcement practice and the synthetic-content grace period ending 2 December 2026; the meeting and recording litigation; agentic commerce protocol consolidation.
Source: research/R09-experience-and-channels/sources.md in the evidence repository behind this site.