AI in Customer Engagement
- Asma Asad
- Aug 26, 2025
- 2 min read
Conversational AI is here—and it’s transforming how brands connect with customers. But are we truly tapping into its full potential?
According to a new Harvard Business Review Analytic Services report, most organizations know that humanlike, seamless conversational experiences are the future. But only a fraction are delivering on that promise.
Key stats from the survey of 167 senior leaders:
93% say creating positive conversational experiences is very important.
87% want those conversations to feel personalized, meaningful, and human.
But only 36% say they’re doing this effectively today.
Just 11% say they’re successfully using AI to create humanlike experiences.
As communication has evolved from landlines to real-time messaging on platforms like WhatsApp and Apple Business Chat, customers now expect instant, contextual, and cross-channel engagement. The bar is high—and still rising.
So, what’s the hold-up?
Tech Fragmentation: 48% cite lack of visibility across platforms.
AI Integration Challenges: 44% struggle to embed AI in current systems.
Data Silos: Many don’t have a unified view of customer behavior.
Lack of Best Practices: Nearly half have not defined internal standards.
Talent Gaps: 47% lack staff with expertise in conversational platforms.
But there is a huge opportunity:
Conversational AI can detect intent, analyze sentiment, and tailor interactions in real time.
When done well, it builds trust, loyalty, and lifetime value.
Leading companies are using AI not to replace humans—but to enhance their impact.
Where do you start?
Engage on the customer’s terms—preferred channels, timing, and tone.
Combine automation with empathy. AI can start the conversation, but humans still play a vital role
Define the “why” behind your CX. Are you aiming for convenience, delight, or both?
Example: A customer wants to cancel a subscription due to “annoying outages.” A smart chatbot should not only process the request but also offer reassurance, highlight resolutions, and maybe provide a goodwill credit. That’s AI with heart.
Looking ahead:
50% of companies plan to increase automation in the next 12 months.
41% are prioritizing AI enhancement in their conversational touchpoints.
39% are working on platform integration to ensure consistency across journeys.
The takeaway? Customers don’t want just “chatbots.” They want conversations that matter—and brands that listen, learn, and act with intelligence and intention.
Let’s stop treating conversational AI as a tool—and start seeing it as a strategy.
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