A new report by Conversica reveals that nearly 60% of buyers are ditching human representatives in favour of AI agents. Are we witnessing the dawn of a new era in sales where artificial intelligence reigns supreme? The latest findings suggest just that, as consumers increasingly turn to AI for a faster, more personalised purchasing experience.
The report reveals a steady trend: business buyers prefer AI interactions over human sales representatives, particularly during the exploratory and educational phases of their buying journey. With B2C buyers engaging with AI agents at a jaw-dropping 3:1 ratio during initial inquiries, it’s evident that modern consumers are no longer willing to wait for a human touch. They crave speed and efficiency, and AI is stepping up to deliver.
Conversica’s research reveals that 59% of respondents either “strongly” or “somewhat” agree that AI agents are beneficial in the sales process, leaving only 6.7% who “strongly disagree.”
But before we declare AI the ultimate sales champion, it’s crucial to acknowledge the remaining hurdles. Security concerns (40%) and fears of inaccuracies (41%) loom large, with many consumers still hesitant to fully embrace AI, especially in high-stakes sectors like banking and healthcare. Older consumers, in particular, are wary, often preferring the familiarity of a human representative when navigating complex issues.
Jim Kaskade, CEO of Conversica, said: “Our research makes it clear–regardless of industry, business type and size, or target consumers, companies that prioritise brand and customer experience but do not integrate AI into their sales funnels risk falling behind, or worse simply failing. Conversely, 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 organisations. Adopt or die.”