Conversation Intelligence Software Statistics 2025

In the digital age, where customer interactions shape business success, conversation intelligence software stands as a pivotal tool for gaining insights and driving growth. With the advent of 2025, understanding the latest statistics in this field is more crucial than ever. These numbers not only reflect the current state of the industry but also signal future trends that can redefine competitive strategies. By delving into the data, businesses can unravel patterns, predict customer needs, and stay ahead of the curve in an ever-evolving market landscape.

Key stakeholders such as business executives, marketing analysts, and customer service managers will find this data invaluable. For executives, the statistics provide a roadmap for future investments and technology adoption. Marketing analysts gain a clearer picture of customer behavior and preferences, enabling more targeted campaigns. Customer service managers can leverage these insights to enhance service quality and efficiency. As such, the industry gains a comprehensive understanding that impacts decision-making across multiple fronts.

Ultimately, these statistics are not just numbers on a page; they are actionable insights that can inform strategic planning and operational adjustments. The rapidly evolving nature of conversation intelligence software means that staying updated with the latest data is essential for making informed decisions that drive business success. By integrating this knowledge, stakeholders can navigate the complexities of the industry more effectively, ensuring their organizations remain competitive and responsive to changing customer dynamics.

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Top Conversation Intelligence Software Statistics 2025

☰ Use “CTRL+F” to quickly find Conversation Intelligence Software facts. There are total 158 Conversation Intelligence Software Statistics on this page 🙂

Customer Experience Trends

• Improving customer retention and loyalty is the top priority for 31% of customer service leaders. ^[?]
• 86% of respondents believe AI will have a transformative impact on customer experience. ^[1]
• 71% of leaders plan on increasing their investment in AI chatbots for customer service. ^[1]
• 55% of customers prefer self-serve customer service channels compared to speaking to a support representative. ^[1]
• AI chatbots and live chat are the two most popular service channels in 2025. ^[1]
• 34% of CS leaders plan to make their first investment in building a mobile app for customer service. ^[1]
• 85% of leaders believe their ability to scale customer service operations alongside business growth has significantly or somewhat improved. ^[1]
• 54% of leaders believe a human assisted by AI is the best choice for resolving complex support requests. ^[1]
• 46% of customers expect more personalized communications to trust a brand. ^[1]
• 79% of leaders believe customer service should be available across all channels that customers use. ^[1]
• 45% of organizations are going to invest in customer journey analytics. ^[1]
• 22% of surveyed leaders consider it difficult to understand customer needs. ^[1]
• 21% find it difficult to adapt to increasingly demanding expectations. ^[1]
• 77% of respondents believe that AI will handle a majority of customer tickets without an agent by 2025. ^[1]
• McKinsey’s research concludes that 23% of customer care leaders plan to invest more in building self-service chatbots, and 21% will focus on building customer intelligence with conversational AI tools. ^[1]
• 11% of respondents want to invest in improving collaboration between customer success and other functions. ^[1]
• Gartner’s research indicates that Gen Z (39%) and Millennials (38%) are more likely to give up on solving a problem if they can’t find answers on their own. ^[1]
• 32% of leaders collectively prioritize self-serve channels as part of their CX strategy. ^[1]
• 38% of surveyed leaders believe they’ve significantly improved their ability to scale the CS operations as the business grows. ^[1]
• 47% of leaders believe they’ve somewhat improved this scalability part of operational growth. ^[1]
• According to McKinsey’s research, the lack of AI maturity and governance is a challenge for 22% of customer care leaders. ^[1]
• More than half (54%) of surveyed respondents consider it best to strike a balance between AI and human support. ^[1]
• 23% will wait for a maximum of an hour to find answers, while another 23% can wait up to three hours. ^[1]
• 50% of organizations already have a customer journey analytics setup, while 45% will start investing in the next 12 to 18 months. ^[1]
• 60% of customers would stop doing business with a brand if the service wasn’t friendly. ^[3]
• 4 in 10 consumers’ future purchase decisions are impacted by their experiences with your brand today. ^[3]
• 74% of consumers are at least somewhat likely to buy based on experience alone. ^[3]
• 55% of consumers expect better customer service year-on-year, particularly 18-34 year-olds, 70% of whom indicated rising expectations looking forward. ^[3]
• 86% of buyers are willing to pay more for a great customer experience. ^[3]
• Companies that view customer service as a value center rather than a cost center achieve 3.5 times greater revenue growth. ^[3]
• 43% of consumers would pay more for greater convenience, while 42% would pay more for a friendly, welcoming experience. ^[3]
• 1 in 6 shoppers walk away from a purchase due to bad customer experience. ^[3]
• Companies with excellent customer experience stand a 17% higher chance of growing consistently year-on-year. ^[3]
• According to research by Adobe, companies with the strongest omni-channel customer engagement strategies enjoy a 10% year-on-year growth, a 10% increase in average order value, and a 25% increase in close rates. ^[3]
• 69% of US consumers shop more with brands that offer consistent experiences in-store and online. ^[3]
• 49% of buyers have made impulse purchases after receiving a more personalized experience. ^[3]
• Less than 1 in 4 businesses have the required technology to deliver consistent personalized experiences across all channels. ^[3]
• Companies with initiatives to improve their customer experience see employee engagement increase by an average of 20%. ^[3]
• The marketplace is taking note of conversational AI: according to MarketsandMarkets, the conversational AI market is predicted to reach over $12 billion by 2026. ^[4]
• 84% of leaders told Seismic that more training, coaching, or upskilling could help them close more deals. ^[4]
• 90% of marketers agree social insights help differentiate their brands in the market for a competitive edge. ^[5]
• 34% of customers preferred low-fi content from brands they follow, 51% preferred product-driven content, and 39% loved real customer demos. ^[5]
• Brands with outstanding customer experience generate 5.7 times more revenue than competitors who fall behind. ^[3]
• 84% of companies that work to improve their customer experience report an increase in revenue. ^[3]

Adoption And Impact Of Ai In Customer Service

• 79% of leaders believe customer service should be available across all channels that customers use. ^[1]
• 71% of CX leaders will increase their investment in AI chatbots for delivering support in 2024. ^[1]
• 86% of CX leaders believe AI will help them transform the experience they deliver to their customers. ^[1]
• 77% of respondents believe that AI will handle a majority of customer tickets without an agent by 2025. ^[1]
• McKinsey’s research concludes that 23% of customer care leaders plan to invest more in building self-service chatbots, and 21% will focus on building customer intelligence with conversational AI tools. ^[1]
• According to Gartner, AI in customer experience is considered transformative by 60% of CX leaders, particularly in enabling customer self-service and providing actionable insights. ^[7]
• AI in customer service is actively used by 63% of retail organizations to improve customer interactions, with 40% dedicating teams and budgets to the technology. ^[7]
• 60% of CX Leaders expect AI to have a transformative or significant impact, particularly in enabling customer self-service (45%), gaining actionable customer insights (44%), and freeing up staff to engage in high-level tasks (40%). ^[7]
• 81% of contact center executives surveyed have invested in voice and text analytics, up from 62% two years prior. ^[7]
• 48% of marketers anticipate improving customer experiences when incorporating conversation intelligence solutions. ^[6]
• 43% of marketers anticipate an improvement in consumer retention with conversation intelligence solutions. ^[6]
• AI in customer service is expected to manage 85% of customer interactions by 2024. ^[17]

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Self-service And Omnichannel Strategies

• 55% of customers prefer self-serve customer service channels compared to speaking to a support representative. ^[1]
• AI chatbots and live chat are the two most popular service channels in 2024. ^[1]
• 34% of CS leaders plan to make their first investment in building a mobile app for customer service. ^[1]
• 32% of leaders collectively prioritize self-serve channels as part of their CX strategy. ^[1]
• 50% of organizations already have a customer journey analytics setup, while 45% will start investing in the next 12 to 18 months. ^[1]
• According to Adobe, companies with the strongest omni-channel customer engagement strategies enjoy a 10% year-on-year growth, a 10% increase in average order value, and a 25% increase in close rates. ^[3]
• 69% of US consumers shop more with brands that offer consistent experiences in-store and online. ^[3]
• Less than 1 in 4 businesses have the required technology to deliver consistent personalized experiences across all channels. ^[3]
• Companies with initiatives to improve their customer experience see employee engagement increase by an average of 20%. ^[3]
• 86% of users say chatbots should always have the option to transfer to a live agent. ^[11]
• 79% of businesses say live chat has a positive effect on sales, revenue, and customer loyalty. ^[11]
• 88% of U.S. customers state that they expect brands to have an online self-service support portal. ^[11]
• 98% of customers make use of FAQ, help centers, or other self-service online resources. ^[11]

Customer Preferences And Expectations

• 46% of customers expect more personalized communications to trust a brand. ^[1]
• 60% of customers would stop doing business with a brand if the service wasn’t friendly. ^[3]
• 4 in 10 consumers’ future purchase decisions are impacted by their experiences with your brand today. ^[3]
• 74% of consumers are at least somewhat likely to buy based on experience alone. ^[3]
• 55% of consumers expect better customer service year-on-year, particularly 18-34 year-olds, 70% of whom indicated rising expectations looking forward. ^[3]
• 86% of buyers are willing to pay more for a great customer experience. ^[3]
• 43% of consumers would pay more for greater convenience, while 42% would pay more for a friendly, welcoming experience. ^[3]
• 1 in 6 shoppers walk away from a purchase due to bad customer experience. ^[3]
• Companies with excellent customer experience stand a 17% higher chance of growing consistently year-on-year. ^[3]
• 49% of buyers have made impulse purchases after receiving a more personalized experience. ^[3]
• 80% of customers say they are more likely to do business with a company if it offers personalized experiences. ^[3]
• 59% of customers believe that personalization based on previous interactions is critical to retaining their business. ^[3]
• Companies with initiatives to improve their customer experience see employee engagement increase by an average of 20%. ^[3]
• The marketplace is taking note of conversational AI: according to MarketsandMarkets, the conversational AI market is predicted to reach over $12 billion by 2026. ^[4]
• 84% of leaders told Seismic that more training, coaching, or upskilling could help them close more deals. ^[4]
• 90% of marketers agree social insights help differentiate their brands in the market for a competitive edge. ^[5]
• 34% of customers preferred low-fi content from brands they follow, 51% preferred product-driven content, and 39% loved real customer demos. ^[5]
• 84% of companies that work to improve their customer experience report an increase in revenue. ^[3]

Conversational Ai Market Growth

• The conversational AI market is predicted to reach over $12 billion by 2026. ^[4]
• According to Digital Journal, the conversation intelligence platforms market is expected to grow at a 21.8% CAGR, reaching $18.4 billion between 2022 and 2028. ^[6]
• The global conversation AI market will reach $41.39 billion by 2030 due to rising demand, reduced chatbot development costs, AI-powered customer support services, and omnichannel deployment. ^[8]
• The conversational AI market hit $9.9 billion in 2023 and is predicted to grow at a compound annual growth rate (CAGR) of 21.5% between 2024 and 2032. ^[14]
• The market for conversational AI is currently growing at a CAGR of 21.5%. ^[10]
• The global conversation intelligence platform market size was USD 1685.4 million in 2022 and is projected to reach USD 15545.3 million by 2031, exhibiting a compound annual growth rate (CAGR) of 28.0% during the forecast period. ^[18]
• Between 2023 and 2033, the conversational AI market is expected to grow by 17.3% CAGR, from $9.6 billion to $47.6 billion in revenue. ^[20]
• The market is capturing a valuation of US$ 22.8 billion in 2023 and is predicted to reach US$ 46.8 billion by 2033. ^[21]

Impact Of Ai On Sales And Revenue

• Score 100% of calls with automated call transcription and generative AI-powered summaries and scorecards. ^[2]
• Research shows a 25% gap between the proportion of brands who described their ability to deliver exceptional customer experience as “excellent” and the proportion of consumers who say the same. ^[3]
• Brands with outstanding customer experience generate 5.7 times more revenue than competitors who fall behind. ^[3]
• Companies that view customer service as a value center rather than a cost center achieve 3.5 times greater revenue growth. ^[3]
• Companies that use tools like customer journey maps see revenues increase as much as 10 to 15 percent while also reducing their cost of service by 15-20%. ^[12]
• Companies that succeed at customer experience increase their sales at a rate that is 4-8 percent higher than the market average. ^[12]
• Companies with strong omnichannel strategies retain an average of 89% of their customers, compared to 33% for companies with weak omnichannel strategies. ^[13]
• Companies that excel at customer experience have 1.5 times more engaged employees than less customer-focused companies. ^[16]
• Companies with initiatives to improve their customer experience see employee engagement increase by 20% on average. ^[16]
• 62% of marketing leaders said use of online customer data at their firms increased in the last two years, and 70% said they expect to use more online data in the next two years. ^[16]
• Companies that earn $1 billion a year will see an average gain of $700 million within three years of investing in customer experience. ^[16]
• Companies that have embraced digital transformation are 26% more profitable than their peers. ^[16]
• Offering a high-quality customer experience can lower the cost of serving customers by up to 33%. ^[16]
• Brands that provide a superior customer experience generate 5.7 times more revenue than rivals that fall short in this area. ^[12]
• Customer-centric businesses are 60 percent more profitable than non-customer-centric businesses. ^[12]

Training And Upskilling For Better Cx

• 84% of leaders told Seismic that more training, coaching, or upskilling could help them close more deals. ^[4]
• Research indicates that sales reps in B2B organizations who achieve their quotas 75% of the time almost always have access to a good sales coaching program. ^[22]
• A conversation intelligence software helps sales leaders impart effective coaching, have a 360 view of the entire deal cycle, and identify the usual patterns across all stages of the sales pipeline. ^[22]
• Nearly 80% of business leaders affirm that customers spend more (34% on average) when they receive a personalized experience. ^[9]
• 73% of consumers find customer experience to be an important factor in their purchases, yet only 49% find a good experience in the company. ^[13]
• 97% of customers say that a video is an effective tool for the customer. ^[19]

Customer Service Challenges And Opportunities

• 22% of surveyed leaders consider it difficult to understand customer needs. ^[1]
• 21% find it difficult to adapt to increasingly demanding expectations. ^[1]
• More than half (54%) of surveyed respondents consider it best to strike a balance between AI and human support. ^[1]
• 60% of customers would stop doing business with a brand if the service wasn’t friendly. ^[3]
• 4 in 10 consumers’ future purchase decisions are impacted by their experiences with your brand today. ^[3]
• 55% of consumers expect better customer service year-on-year, particularly 18-34 year-olds, 70% of whom indicated rising expectations looking forward. ^[3]
• 86% of buyers are willing to pay more for a great customer experience. ^[3]
• Companies that view customer service as a value center rather than a cost center achieve 3.5 times greater revenue growth. ^[3]
• 43% of consumers would pay more for greater convenience, while 42% would pay more for a friendly, welcoming experience. ^[3]
• 1 in 6 shoppers walk away from a purchase due to bad customer experience. ^[3]
• Companies with excellent customer experience stand a 17% higher chance of growing consistently year-on-year. ^[3]
• Companies with initiatives to improve their customer experience see employee engagement increase by an average of 20%. ^[3]
• Companies that lead in customer experience outperform stragglers by nearly 80%. ^[3]
• Companies with strong omnichannel strategies retain an average of 89% of their customers, compared to 33% for companies with weak omnichannel strategies. ^[13]
• Companies with initiatives to improve their customer experience see employee engagement increase by 20% on average. ^[16]
• Companies that lead in customer experience outperform laggards by nearly 80%. ^[16]
• 73% of companies with above-average customer experience perform better financially than their competitors. ^[16]
• Companies that use tools like customer journey maps reduce their cost of service by 15-20%. ^[16]
• Companies that provide an emotional connection with customers outperform the sales growth of their competitors by 85%. ^[16]
• Customer-centric companies are 60% more profitable than companies that don’t focus on customers. ^[16]

Future Expectations And Investments

• 80% of organizations expect to compete with each other based on CX. ^[15]
• 73% of consumers will switch to a competitor after multiple bad experiences. ^[15]
• 3 in 4 consumers say a bad interaction with a business can ruin their day. ^[15]
• 6 in 10 customer service agents say a lack of consumer data often causes negative experiences. ^[15]
• 4 in 10 agents say that when consumers cannot complete tasks on their own, they become angry. ^[15]
• 3 in 10 agents cannot reliably access customer information, leading to irritated customers. ^[15]
• Nearly 90% of customers would switch to a different company if it could provide better CX. ^[15]
• 3 in 4 consumers will spend more with businesses that provide a good CX. ^[15]
• 60% of consumers have purchased from a brand solely based on the service they expect to receive. ^[15]
• Investing in a customer-first operation can yield up to a 700% ROI over 12 years. ^[15]
• 35% of companies plan to invest more in adding service across channels. ^[15]
• 72% of leaders believe merging teams and responsibilities around the customer experience will increase operational efficiencies. ^[15]
• 40% of consumers cited multiple options for communicating as the most important feature of a company’s customer service department. ^[15]
• 70% of customers expect anyone they interact with to have full context. ^[15]
• Of those that have interacted with customer service bots regularly, 72% note a considerable quality improvement. ^[15]
• 79% of customer service leaders plan to invest in more AI capabilities over the next two years. ^[15]
• 52% of consumers are interested in AI that helps them through a product, website, or feature experience. ^[15]
• Nearly 8 in 10 consumers say AI bots are helpful for simple issues. ^[15]
• 4 in 10 consumers believe synthetic agents will change how they purchase from brands in the future. ^[15]
• 3 in 4 consumers expect AI to provide the same level of service as human agents. ^[15]
• 72% of business leaders say expanding AI across the customer experience is a main priority in the coming year. ^[15]
• 6 in 10 consumers

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