Conversica’s latest report reveals that buyers increasingly prefer engaging with AI agents over humans during the early stages of the purchasing process. Conducted in March 2025, the study shows that AI significantly enhances customer experience by offering quick and personalized interactions, particularly in the exploratory phase of buying. While buyers favor AI for initial engagement, human involvement remains crucial at the final purchase stage. The report emphasizes the importance of a strong AI strategy in sales and Marketing, highlighting buyer concerns about security and accuracy that companies need to address to foster trust in AI systems. For organizations, integrating AI agents is no longer optional but essential for competitive success.
Conversica’s Latest AI and Customer Experience Report: Buyers Prefer AI Agents
SAN MATEO, Calif. — March 18, 2025 — Conversica, the top provider of conversational AI solutions, has released its new report titled "Conversica AI & Customer Experience Market Report." This research highlights a growing trend: buyers increasingly favor AI agents over human representatives during the early stages of the sales process.
Key Findings of the Report:
The report shows that both business-to-business (B2B) and business-to-consumer (B2C) buyers prefer engaging with AI during the exploration phase, marking a shift in how customers seek information. Notably, B2C buyers prefer AI interactions at a 3:1 ratio in this stage. However, human representatives still play an essential role in the final stages, particularly when contracts are involved.
Here are some key insights from the report:
- Almost 60% of respondents find AI agents to be helpful in the sales process, while a small percentage, just 6.7%, disagree.
- Many buyers prefer AI for learning about products due to its personalized engagement during initial interactions.
- Notably, security concerns (40%) and fears of inaccuracy (41%) remain significant barriers to adopting AI in purchasing.
Emphasizing the Importance of AI:
The report stresses that companies must adopt a structured AI strategy to compete effectively. Jim Kaskade, CEO of Conversica, stated, "Integrating AI in sales funnels is no longer optional for businesses aiming to enhance customer experience and boost revenue.”
Speed and convenience are cited as primary reasons buyers interact with AI agents, making it clear that buyers expect personalized interactions around the clock. For businesses, adapting to this demand is crucial to staying competitive.
Building Trust with Consumers:
As consumers grow more comfortable interacting with AI, businesses must address concerns such as data security and accuracy to foster trust. Kaskade pointed out that simply using AI isn’t enough; companies need to ensure transparency and reliability in their AI offerings.
The Conversica report serves as a vital resource for businesses looking to understand the evolving landscape of customer preferences. It emphasizes the need for an effective blend of AI and human interaction, positioning AI as a cornerstone of modern customer engagement strategies.
For those interested in exploring the full findings of the Conversica AI & Customer Experience Market Report, you can download it here.
Tags: AI, Customer Experience, Conversational AI, Sales Strategy, Buyer Preferences
What does the report say about AI agents in sales?
The report shows that nearly 60% of buyers prefer using AI agents during the sales process because they find them helpful and efficient for getting information quickly.
Why do buyers like AI agents?
Buyers appreciate AI agents because they provide fast responses, are available 24/7, and can handle many questions at once without making customers wait.
Can AI agents really help increase sales?
Yes, AI agents can boost sales conversions by making the buying process smoother and more personalized, leading to happier customers who are more likely to buy.
Are AI agents easy for businesses to implement?
Absolutely! Many businesses can easily integrate AI agents into their sales systems, allowing them to improve customer service without needing a lot of extra resources.
Will AI agents replace human salespeople?
Not completely! While AI agents can handle many tasks, human salespeople bring personal touch and empathy to the sales process, which customers still value.