60% of Buyers Prefer AI Over Humans Early in the Sales Process

A new report from Conversica reveals a significant shift in buyer behavior: nearly 60% of customers now prefer interacting with AI agents over humans during the early stages of a purchase. The Conversica AI & Customer Experience Market Report highlights how conversational AI is becoming a preferred tool for exploration and learning—driven by speed, personalization, and convenience.

The findings suggest that businesses must rethink how they structure sales teams and engagement strategies. As AI becomes a go-to for consumers, especially during product discovery and information gathering, traditional sales reps are increasingly bypassed until the final decision-making stage.

Key Findings From the Conversica Report

• AI Preferred in Early Stages: In the exploratory phase, B2C buyers preferred AI agents over humans at a 3:1 ratio. B2B buyers showed a nearly 60% preference for AI at the top of the sales funnel.

• Speed and Personalization Drive Engagement: Fast responses, 24/7 availability, and tailored messaging are top reasons buyers turn to AI.

• Trust Is Improving—But Barriers Remain: While most respondents are neutral or comfortable interacting with AI, security (40%) and accuracy (41%) are leading concerns.

• Human Sales Still Matter: Human reps remain essential at the 'ready to buy' stage, where trust and contracts play a more central role.

A Wake-Up Call for Sales and Marketing Leaders

“Our research makes it clear--regardless of industry, business type and size, or target consumers, Companies that prioritize brand and customer experience but do not integrate AI into their sales funnels risk falling behind—or worse, failing,” said Jim Kaskade, CEO of Conversica.

Kaskade emphasized that AI is no longer optional for competitive sales teams. Businesses combining AI agents with skilled human teams are accelerating conversion rates, improving operational efficiency, and unlocking new revenue streams.

Why Buyers Trust AI More—At Least Early On

Customers now expect immediate, low-pressure support at any hour. AI agents deliver on that promise—automating conversations across chat, email, and SMS while learning to recognize buyer intent.

However, comfort with AI varies:

• Younger consumers are more likely to say AI “always understands them.”

• Older users more often report that AI “never understands them.”

Sectors with most discomfort include banking, healthcare, and automotive, where trust and accuracy are critical.

When AI fails to meet expectations, 43.9% of buyers say they would immediately escalate to a human representative.

“We are at a tipping point where buyers are moving past trust and beginning to expect it--buyers demand that companies prioritize data security, accuracy, and full transparency in their AI use. Thus, simple wrappers created on top of leading LLM services isn’t enough,” added Kaskade.

Industry Leaders Are Feeling the Same Shift

Stefan Weitz, CEO of HumanX, echoed this preference in a recent interview with AiNews, saying he actively chooses AI over human agents in many customer service scenarios.

“I would love to talk to a fake agent versus real agent most of the time,” said Weitz. “I don't want to take a survey at the end. I don't want to have to review my information 10 times.”

His perspective highlights a growing consumer mindset: when done well, AI is not just acceptable—it’s preferable. For busy professionals and tech-forward customers, AI often offers a faster, more streamlined experience that aligns with modern expectations.

Report Methodology

The research was conducted in partnership with BYU’s PR Intelligence Lab and included:

• 508 consumer and business buyer responses

• 13 in-depth interviews

• A 12-person focus group examining how AI influences buyer behavior

AI in Sales: Snapshot Stats Recap

Here’s a quick recap of the core stats reshaping AI-driven sales engagement:

• 59% of buyers prefer AI agents in the early stages of the sales process

• 3:1 – B2C buyers prefer AI over humans during product exploration

• 43.9% would escalate to a human rep if AI doesn’t meet their needs

• 67.7% say AI understands them at least half the time

• 25% of business buyers strongly agree AI is helpful in brand engagement

• 41% cite inaccuracy, and 40% cite security risks as barriers to AI adoption

• 24/7 availability and personalized responses are the top reasons for engaging with AI

• AI preference levels out mid-funnel, with humans preferred at the purchase stage

What This Means

This report signals a tipping point in customer experience. Buyers are no longer just willing to talk to AI—they expect it, especially when speed, clarity, and convenience matter most. Sales teams that cling to traditional funnels risk losing out to faster, smarter competitors embracing AI-powered engagement.

But trust still matters. Accuracy, transparency, and data security remain non-negotiable—especially in sensitive industries. The future isn’t about replacing human salespeople entirely; it’s about reassigning them to high-trust, high-impact moments in the buyer journey.

To stay ahead, brands must:

• Develop seamless handoffs between AI and human reps

• Prioritize data privacy and transparency in AI interactions

• Continuously improve AI accuracy to build lasting trust

The message is clear: the AI-assisted sales era has arrived—and lagging behind is no longer an option.

Editor’s Note: This article was created by Alicia Shapiro, CMO of AiNews.com, with writing, image, and idea-generation support from ChatGPT, an AI assistant. However, the final perspective and editorial choices are solely Alicia Shapiro’s. Special thanks to ChatGPT for assistance with research and editorial support in crafting this article.