Do people find AI agents helpful for customer service? Do they feel that AI agents understand their needs accurately?

To find out, Conversica researchers surveyed 508 consumers and business buyers.

Some 57% respondents either strongly or somewhat agree that AI agents have been helpful during their customer experience interactions.

Business buyers are significantly more likely than nonbusiness buyers to strongly agree that AI agents are helpful.

Some 35% of respondents say AI agents understand their needs accurately about half the time, and 33% say AI agents often or always understand their needs.

Business buyers are more likely than nonbusiness buyers to say AI customer service agents often or always meet their needs.

About the research: The report was based on data from a survey of 508 consumers and business buyers.