AI Adoption Positively Impacts Sales and Customer Service, Surprising Survey Finds
Artificial intelligence (AI) has long been seen as a threat to jobs, particularly in customer support roles. However, a recent survey conducted by customer intelligence platform provider Dialpad suggests that these fears may be unfounded. The study, titled The State of AI at Work Report, surveyed over 1,000 customer service and sales representatives in the United States and uncovered some surprising results.
Contrary to popular belief, 70 percent of respondents did not fear that AI would steal their job. In fact, an overwhelming majority of agents (79 percent) stated that using AI tools has had a positive impact on their performance. This goes against the prevalent narrative that AI is solely a job-stealing technology, highlighting the potential benefits it can bring to sales and customer service professionals.
Dialpad’s Chief AI and Strategy Officer, Dan O’Connell, emphasized the transformative power of AI, stating, AI has created an all-new technological frontier that is compressing the pace of innovation at a rate we never thought possible. As AI continues to be embedded throughout enterprise workflows, it’s crucial to focus on new opportunities created by this transformation – the potential that it possesses is a must for every business.
The survey also revealed that AI adoption among respondents was viewed as overwhelmingly positive. 76 percent of participants stated that, after using ChatGPT, they now consider using AI tools, even if they had not previously done so. Furthermore, a significant majority (84 percent) of sales managers and above believed that AI tools were crucial for supporting their company’s growth objectives.
However, despite these positive findings, the survey also identified barriers to wider AI adoption. For instance, 37 percent of respondents cited a lack of budget as the reason why AI tools were not being used in their workplaces. Additionally, ethical concerns, the need for robust policies, privacy considerations, and improving accessibility were flagged as obstacles that needed to be addressed for responsible and inclusive AI deployment.
The study encompassed a wide range of industries, including media, retail, manufacturing, finance, energy, and defense. The participants, who represented enterprises of all sizes, provided insights at various levels within their organizations, from agents and representatives to top-level executives.
Overall, the survey conducted by Dialpad challenges the common perception that AI poses a threat to jobs in sales and customer service. Instead, it highlights the positive impact that AI tools can have on the performance of professionals in these roles. With the right implementation and considerations for ethical and inclusive usage, AI can be a valuable asset for businesses looking to enhance their sales and customer service operations.
