The 2025 B2C Buyer Experience Report reveals that while consumers show surprising acceptance of AI in their buying journeys, they’re not ready to abandon human connections. Brands face a delicate balancing act: AI can enhance efficiency and provide quick answers, but consumers still crave human expertise and empathy for complex, high-stakes purchases.
The research uncovers significant generational divides in AI acceptance and highlights a critical insight—successful AI implementation must complement, not replace, human touchpoints. As consumers increasingly turn to both brand AI and generative tools like ChatGPT, marketers must design seamless omnichannel experiences that leverage AI’s strengths while preserving the human connections that drive trust and loyalty.
Key Statistics:
- 46% of consumers feel less valued when brands use AI to interact with them
- 60% report feeling forced to use brand AI most or all of the time
- 35% said AI made their buying experience better
- 67% of consumers prefer human representatives when both AI and human help are available
- 41% use generative AI tools like ChatGPT when researching high-stakes purchases
Sponsored by Invoca
Invoca is the recognized leader in Conversation Intelligence AI that enables marketing, contact centers, and multi-location CX teams to drive efficient and profitable revenue growth by unlocking actionable insights from customer conversations. Through deep integrations with leading technology platforms, teams can turn conversation data into automated action to enhance every digital touchpoint and human interaction, leading to better experiences, more conversions, and higher revenue. With Invoca, top consumer brands, including AutoNation, DIRECTV, Mayo Clinic, Mutual of Omaha, and Verizon, experience unbelievable results powered by undeniable data. For more information, visit www.invoca.com.