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Behind the Chatbot: What Do Cx Professionals Really Think About AI?

Billions are being spent on AI for customer service and sales. But nobody's asking the people actually doing the work. This is an independent industry report. Your answers will help people understand what frontline teams actually need, show investors where AI is genuinely helpful vs. hype, and help product builders create tools that solve real problems.

Time: 5-8 minutes (29 questions). Privacy: Completely anonymous

Ready? Let's do this!!!

Section 1: Who You Are

Just the basics - this'll be quick

1. What best describes your current role?

1. What best describes your current role?
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B
C
D
E
F
G
H

2. Years of experience in customer service/support:

2. Years of experience in customer service/support:
A
B
C
D
E

3. Industry:

3. Industry:
A
B
C
D
E
F
G
H

4. Team size:

4. Team size:
A
B
C
D
E
F

5. Geographic region:

5. Geographic region:
A
B
C
D
E
F

Section 2: Your Daily Reality

Nice start! ☕

6. Which channels do you use to support customers?

(Select all that apply)
6. Which channels do you use to support customers?

7. Average number of customer interactions you handle per day:

7. Average number of customer interactions you handle per day:
A
B
C
D
E
F

8. What percentage of customer inquiries are repetitive/similar questions?

8. What percentage of customer inquiries are repetitive/similar questions?
A
B
C
D
E

9. How much time do you spend searching for information (knowledge base, docs, past tickets, etc.) per interaction?

9. How much time do you spend searching for information (knowledge base, docs, past tickets, etc.) per interaction?
A
B
C
D
E

Section 3: What's Driving You Crazy?

10. What are your top 3 biggest daily frustrations?

(Rank 1-3, with top 1 being most frustrating)
10. What are your top 3 biggest daily frustrations?
1
1
1
1
1
1
1
1
1
1

11. On average, how long does it take to resolve a typical customer inquiry?

11. On average, how long does it take to resolve a typical customer inquiry?
A
B
C
D
E

12. What would improve your efficiency most?

(Select up to 3)
12. What would improve your efficiency most?

13. How often do you copy responses from previous tickets, templates, or external sources?

13. How often do you copy responses from previous tickets, templates, or external sources?
A
B
C
D
E

Section 4: AI Adoption & Experience

14. Has your organization implemented any AI tools for customer service?

14. Has your organization implemented any AI tools for customer service?
A
B
C
D
E
F

15. Which AI tools are currently in use at your organization?

(Select all that apply)
15. Which AI tools are currently in use at your organization?

16. If you personally use AI tools in your work, which ones?

(Select all that apply)
16. If you personally use AI tools in your work, which ones?

17. How has AI impacted your work?

(Select all that apply)
17. How has AI impacted your work?

18. When AI suggests a response, what do you typically do?

18. When AI suggests a response, what do you typically do?
A
B
C
D
E
F

19. How important is it that human agents have final approval before AI-generated responses are sent?

19. How important is it that human agents have final approval before AI-generated responses are sent?
A
B
C
D
E
F

Section 5: What Would Actually Help You?

80% complete! The finish line is in sight!

20. Imagine AI could help you in the following ways - rank which would be MOST valuable :

(1 = most valuable, 5 = least valuable)
20. Imagine AI could help you in the following ways - rank which would be MOST valuable :
1
1
1
1
1

21. What would prevent you from adopting an AI assistant?

(Select all that apply)
21. What would prevent you from adopting an AI assistant?

22. How were you trained when you started in customer service?

22. How were you trained when you started in customer service?

23. How long did it take you to feel confident handling most customer inquiries independently?

23. How long did it take you to feel confident handling most customer inquiries independently?
A
B
C
D
E
F

24. Do you receive ongoing coaching or feedback?

24. Do you receive ongoing coaching or feedback?
A
B
C
D
E
F

25. How is your performance typically measured? (Select all that apply)

25. How is your performance typically measured? (Select all that apply)

Section 6: Quality & Consistency

Last Stretch. Please, keep going!

26. Does your organization have documented brand voice/tone guidelines for customer interactions?

26. Does your organization have documented brand voice/tone guidelines for customer interactions?
A
B
C
D
E

27. How often do you wish you had real-time guidance while handling a tricky customer situation?

27. How often do you wish you had real-time guidance while handling a tricky customer situation?
A
B
C
D
E

28. Age range:

28. Age range:
A
B
C
D
E
F

29. What is your organization's approximate monthly budget for customer service/sales software tools?

29. What is your organization's approximate monthly budget for customer service/sales software tools?
A
B
C
D
E
F
G

Tell Us What We're Missing (optional)

Final questions! This is your moment. 🎤

What's one thing you wish decision-makers understood about the reality of frontline customer service work?

If you could change ONE thing about how AI is being used in customer service today, what would it be?

Any other thoughts on AI in customer service that we should know?

You did it! 🎉 Thank you for your time!

Would you be interested in:

Would you be interested in:
If yes to any above, please provide your email and name:

Name

Email

One Last Thing

If this survey made you think about your work differently, or if you're excited about having your voice heard, share it with your colleagues. The more responses we get, the more powerful this data becomes.

Thank you for your time, your honesty, and your insights.