The use of conversational AI for customer service and sales is rapidly increasing, according to a new report from Twilio, which shows that 63% of organizations are in the final or full stages of development, and 85% of consumers report interactions with an AI agent in the past three months.
The report, “A look inside the Conversational AI revolution” (no registration required), also found that 99% of organizations expect their conversational AI strategy to change over the next twelve months.
But there is a significant gap in the perception 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, consumer satisfaction with AI agents is improving rapidly. While just 45% were satisfied with their interactions more than three months ago, that number rose to 67% for those who interacted with AI agents in the past three months.
Other findings from the Twilio report include:
- 59% of organizations expect to completely 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 seamless transfer from AI to human agents.
- 51% of consumers are uncomfortable sharing personal or financial information with AI agents, and 66% are uncomfortable with an AI agent having access to their entire history with a company.
Twilio surveyed 4,800 global consumers and 457 business leaders (full-time directors or above at B2B and B2C companies) across 12 countries between August 7, 2025 and September 4, 2025, while another three countries were surveyed from October 10, 2025 to October 17, 2025.
Previous graph: Data accessibility continues to hold back AI adoption
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