The research also identifies key barriers to AI adoption, such as security risks and fears of inaccuracy, which affect consumer trust. Despite these concerns, the report suggests that as AI agents become more precise and reliable, trust and adoption will increase. The findings underscore the urgency for businesses to adopt AI strategies to remain competitive, as buyers increasingly expect personalized, on-demand interactions. The report was conducted with 508 consumers and business buyers, along with interviews and focus groups, to explore the impact of conversational AI on customer behavior.
Key takeaways:
- Nearly 60% of buyers prefer AI agents over humans in the early stages of the sales process for faster and more personalized engagement.
- AI agents are favored at a 3:1 ratio by B2C buyers during the initial exploration phase, but human involvement is crucial in the final purchasing stage.
- Security risks and fear of inaccuracy are the main barriers to AI interaction, with 40% and 41% of respondents citing these concerns, respectively.
- Trust in AI agents is increasing, but transparency and accuracy are essential to overcoming consumer hesitations, especially in complex transactions.