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The use of conversational AI for customer service and sales is rapidly increasing, according to a new report from Twilio, which found 63% of organizations in either the final or complete stages of development, and 85% of consumers reporting interactions with an AI agent within the past three months.
The report, “Inside the Conversational AI Revolution” (no registration required), also found that 99% of organizations anticipate their conversational AI strategy will change in the next 12 months.
But there is a significant gap in perceptions of conversational AI between business leaders and consumers. While 90% of business leaders believe their customers are satisfied with their conversational AI experiences, only 59% of consumers report satisfaction.
Fortunately for businesses, consumers’ satisfaction with AI agents is improving quickly. While only 45% were satisfied with their interaction more than three months ago, that number jumped to 67% for those interacting with AI agents within the past three months.
Other findings from the Twilio report include:
- 59% of organizations expect to fully replace their current solution in less than a year.
- 83% of business leaders believe conversational AI can replace human agents, but 78% of consumers say it is important to be able to switch from an AI agent to a human agent.
- Only 15% of consumers reported experiencing a seamless handoff from AI to human agents.
- 51% of consumers are uncomfortable sharing personal or financial information with AI agents, and 66% feel uneasy about an AI agent having access to their full history with a business.
Twilio surveyed 4,800 global consumers and 457 business leaders (full-time directors or higher at B2B and B2C companies) spanning 12 countries between Aug. 7, 2025 and Sept. 4, 2025, with an additional three countries surveyed from Oct. 10, 2025 to Oct. 17, 2025.
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