Today, we’re thrilled to sit down with Milena Traikovich, a renowned expert in demand generation who has dedicated her career to helping businesses craft impactful campaigns that nurture high-quality leads. With her deep expertise in analytics, performance optimization, and lead generation, Milena is the perfect person to guide us through the evolving landscape of conversational AI in customer service and sales. In this interview, we’ll explore how businesses are adopting this technology, the gap between leader and consumer perceptions, emerging trends, and the challenges that still need to be addressed.
How has conversational AI evolved in recent years, particularly in its role within customer service and sales?
I’ve seen a remarkable shift in how conversational AI is being embraced by businesses. Recent data shows that 63% of organizations are either in the final stages or have fully implemented this technology for customer interactions. On the consumer side, 85% have engaged with an AI agent in just the past three months, which is a huge jump compared to a few years ago when such interactions were more of a novelty. It’s clear that AI is becoming a cornerstone of how businesses connect with their customers.
What are some of the upcoming strategies businesses are considering for conversational AI in the near future?
There’s a strong sense of evolution in this space. Almost all organizations—99%, to be exact—expect their conversational AI strategies to shift within the next 12 months. A significant portion, about 59%, are even planning to completely replace their current solutions within a year. This push often comes from a need for more seamless integration, better user experiences, and leveraging newer technologies that can handle complex interactions more effectively.
Can you explain the disconnect between how business leaders and consumers perceive conversational AI experiences?
There’s a striking gap here. About 90% of business leaders believe their customers are satisfied with conversational AI interactions, but only 59% of consumers actually report feeling that way. I think this discrepancy stems from leaders overestimating the technology’s current capabilities or underestimating the importance of personal touches in customer service. Consumers often crave human-like empathy or quick resolutions that AI sometimes struggles to deliver.
Has there been any notable progress in how satisfied consumers are with conversational AI over time?
Absolutely, the trend is encouraging. For interactions that happened more than three months ago, only 45% of consumers felt satisfied. But for those within the last three months, that number has climbed to 67%. This improvement likely comes from advancements in natural language processing, better training data for AI models, and businesses fine-tuning how these tools are deployed to address customer pain points more effectively.
What are some of the biggest concerns consumers have when interacting with conversational AI systems?
Consumers have several valid worries. A major one is the ability to switch from an AI agent to a human—78% say this is important, yet only 15% have experienced a smooth handoff. That’s a real pain point. Additionally, 51% are uneasy about sharing personal or financial details with AI, and 66% don’t like the idea of an AI having access to their full history with a business. These concerns often boil down to privacy fears and a lack of trust in how secure or transparent these systems are.
How do business leaders view the potential of conversational AI in replacing human agents, and how does that align with consumer expectations?
There’s a bold perspective among leaders—83% believe conversational AI could eventually replace human agents entirely. However, this clashes with consumer sentiment, as most still value the option to speak with a real person, especially for complex or emotional issues. It highlights a tension between efficiency-driven goals on the business side and the human connection that customers often seek during interactions.
What is your forecast for the future of conversational AI in bridging these gaps between business goals and consumer needs?
I’m optimistic but realistic. Over the next few years, I expect conversational AI to become far more intuitive, with improvements in emotional intelligence and context awareness that will make interactions feel more personal. At the same time, businesses will need to prioritize transparency around data use and ensure seamless transitions to human agents when needed. If done right, AI can complement human efforts rather than replace them, creating a balanced experience that satisfies both efficiency and empathy.
