AI & Customer Experience Survey Results: How Smart Businesses Engage at Scale with Conversational AI Agents

Imagine a buyer exploring your product at midnight, whether they’re a tech executive searching for software solutions, a sports fan looking for game-day upgrades, an auto enthusiast comparing models, or a business leader evaluating services. Would they find the information they need instantly? Or would they leave frustrated, moving on to a competitor that uses artificial intelligence (AI) to engage them in real time?

AI is buzzy, sure. But businesses have been struggling over the past few years. They’ve had to cut back on technology and people just to get by. Now, it’s time to figure out how to build. However, businesses can’t just build back the same unsustainable way. This is where AI comes in. Customers today expect fast, seamless experiences and the ability to conduct research on their own terms. AI is stepping in to meet these expectations, offering real-time engagement and low-pressure interactions that keep buyers moving forward.

Yet, while AI plays an increasingly central role in the sales process, it is not a one-size-fits-all solution. According to the latest Conversica AI & Customer Experience Report, nearly 60% of buyers prefer AI agents in the sales process, especially in the early buying stages. However, people remain essential at key decision-making points.

For businesses, this means AI is no longer just an option—it’s a necessity for rebuilding in a smarter, more efficient way. AI should not be seen as a replacement for people-powered teams but as a complement that enhances engagement, improves efficiency, and ensures no lead is left behind. The key lies in understanding where AI fits in, where human interaction is still needed, and how to strike the right balance between automation and personalization.

AI Takes the Lead in the Exploration Phase

When buyers first begin their research, they are looking for information, not a sales pitch. The report found that 60% of Buyers Prefer AI Agents in the Sales Process, and in B2C sales, AI is favored at a 3:1 ratio over interacting with a person.

This shift in preference is driven by convenience. AI-powered solutions provide immediate answers, assist with comparisons, and guide buyers through their initial decision-making process without making them feel pressured to commit. Unlike people, AI is available 24/7, ensuring buyers can access information whenever they need it.

What This Means for Businesses

Companies that integrate AI into the early stages of their sales funnel can provide a smoother, more scalable way to engage prospects that lifts conversions in this area of their funnel. AI agents can:

• Greet website visitors and answer frequently asked questions.
• Provide personalized recommendations based on user input.
• Follow up with leads who have shown interest but have not yet converted.

This ensures that buyers receive a responsive, helpful experience while freeing up people teams to focus on higher-value conversations. Businesses that fail to provide quick, accessible AI-powered support at this stage risk losing potential customers to competitors who do.

However, while AI is highly effective in helping buyers conduct research and evaluate options, it does not carry the same weight when it comes to finalizing a sale.

Speed and Convenience Are Driving AI Adoption

Speed has become a deciding factor in whether buyers choose to engage with a company. According to the report, 49.6% of respondents cite speed and convenience as the primary reasons they interact with AI. This strong preference underscores a critical shift: buyers no longer just trust AI—they expect companies to provide on-demand, AI-driven engagement.

This expectation means that companies failing to meet this demand risk falling behind. As Conversica’s CEO, Jim Kaskade, puts it: “Businesses that leverage AI agents alongside a well-prepared human workforce are seeing accelerated sales cycles, enhanced efficiencies, and increased revenue opportunities. No longer is the use of AI a nice-to-have, but a requirement for today’s customer-facing organizations.”

What This Means for Businesses

Companies that fail to meet this demand for speed risk losing prospects before they even have a chance to convert. AI can help by:

• Responding instantly to inquiries, preventing frustration and drop-offs.
• Proactively following up with leads who have shown interest but not yet taken action.
• Providing self-service options for buyers who want quick answers without speaking to a live person.

However, while speed and convenience are driving AI adoption, businesses must also recognize AI’s limitations. Security risks (40%) and fear of inaccuracy (41%) remain key concerns for buyers. Businesses that prioritize transparency, accuracy, and trustworthy AI solutions will be better positioned to win over skeptical customers.

Where AI Fits Into the Future of Business

AI isn’t just another trend; it is the foundation of how businesses will rebuild and grow in a market where traditional strategies no longer suffice. The old way of doing business, with rigid processes, siloed teams, and slow decision-making, simply does not work anymore. Companies need a smarter, more adaptive workforce. AI is stepping in to fill that gap.

Instead of replacing people, AI is helping businesses build a more resilient, efficient, and scalable foundation. AI is streamlining operations, optimizing decision-making, and ensuring businesses stay competitive in an era defined by rapid change and heightened customer expectations.

For companies looking to optimize their operations, the key is integration. AI should be used to:

• Automate repetitive processes, freeing employees to focus on strategy and innovation.
• Improve decision-making by providing real-time insights and predictive analytics.
• Enhance customer experiences by delivering fast, personalized interactions across multiple touchpoints.
• Support workforce productivity by enabling smarter collaboration between AI-driven tools and human expertise.

Businesses that fail to integrate AI into their core strategies risk falling behind in a world where adaptability is key. With nearly 60% of buyers already finding AI helpful, companies that leverage AI-driven efficiency—while maintaining transparency, security, and a human touch—will be best positioned to thrive in the future of business.

For a deeper dive into how AI is reshaping the customer journey and where interaction with real people remains essential, download the full Conversica AI & Customer Experience Report.