Research uncovers customers’ notion of AI and their attitudes towards AI-powered model interactions on social media and buyer care platforms
NEW YORK, NEW YORK — July 23, 2025 – Emplifi, a number one buyer engagement platform, right now launched the “AI in Social Media in 2025: What Customers Need” report to raised perceive shopper perceptions round AI-powered model interactions on social media platforms, shopper consolation ranges and issues with the rising know-how, and what customers anticipate from manufacturers with regards to how companies implement AI know-how inside social media and buyer care methods. As a part of the report, Emplifi surveyed almost 900 customers recognized as “frequent” social media customers and located that 73% use AI instruments, like ChatGPT, for model discovery or product solutions.
Based on the survey findings, 64% of customers consider AI will enhance how they have interaction with manufacturers on social media, even whereas 60% have issues that AI-generated responses could also be inaccurate. Greater than half (56%) of the customers surveyed say that they like a human for buyer assist points—solely 25% of respondents mentioned that they like solely AI-powered assist. However, curiously, 71% of customers surveyed report that they have been glad or “very” glad with buyer assist experiences that concerned AI.
Perceptions round AI are altering quickly. Since March 2023, the Pew Analysis Middle has tracked public utilization of ChatGPT and located that the share of U.S. staff who use ChatGPT for work has jumped from 8% to twenty-eight% within the final two years.
“The sharp rise within the shopper’s generative AI utilization—and the notable shifts we’re seeing in shopper consolation ranges with the know-how—presents a serious alternative for manufacturers to ship customized interactions at scale,” mentioned Susan Ganeshan, CMO, Emplifi. “Our survey discovered that just about 77% of customers really feel optimistic about AI in buying. This sentiment means most manufacturers have a chance to scale with AI right now, you simply want the best technical associate.”
When requested about AI-powered assist inside buyer care initiatives, 34% of respondents mentioned that 24/7 availability is the most important profit related to the know-how, whereas 26% mentioned that they worth quicker responses. These findings are particularly essential to a model’s buyer care technique, particularly contemplating that 66% of customers anticipate an instantaneous response on-line and solely 24% of respondents are keen to attend even an hour for a response.
Nonetheless, manufacturers want to pay attention to shopper consolation ranges with the know-how. The survey discovered that 83% of respondents need disclosure when AI is getting used and 60% fear in regards to the know-how’s accuracy. Half the survey respondents mentioned that displaying an “AI-powered” label to customers when AI is getting used would improve belief within the model.
The survey additionally coated shopper consolation ranges with sharing private knowledge and knowledge with an AI platform: 48% have been very snug sharing their gender id with AI and 40% have been snug sharing their clothes dimension, whereas 32% have been snug sharing buy historical past and 31% with browser historical past.
“The manufacturers that fail to combine AI-powered options into their social media and buyer care techniques will be unable to maintain up. It’s simply that easy. Customers predict extra from manufacturers, however luckily, they’re additionally opening as much as the advantages that AI gives–however solely when it feels dependable, secure, and related to the scenario,” mentioned Ganeshan. “At this time’s manufacturers should method AI with transparency and accountability to create significant interactions. Search for know-how that means that you can capitalize on AI but in addition consists of the flexibility to energy the AI solutions along with your model guides, insurance policies, procedures and former solutions to shopper questions. ”
To obtain the complete report, go to: “AI in Social Media: What Customers Need”
About Emplifi
Emplifi is a number one buyer engagement platform that empowers manufacturers to ship significant, related experiences throughout digital channels. Acknowledged as a Chief by famend analysts and celebrated as a buyer favourite, Emplifi gives modern, data-driven insights and AI-powered instruments to assist manufacturers optimize social media efficiency, elevate their influencer advertising and marketing methods, and ship impactful buyer engagement throughout advertising and marketing, commerce, and care.
