Request a Demo

We look forward to showing you Velaris, but first we'd like to know a little bit about you.

Thank you! Your submission has been received!

Oops! Something went wrong while submitting the form.

Report: The State of AI in Customer Success

We asked 150 Customer Success professionals about how they’re using AI in their work. Read our report to find out key challenges and insights like:

50% of CS professionals consider AI features "very important," yet 10% still don’t use AI.
25% of CSMs find AI chatbots ineffective.
40% of CS professionals seek better accuracy in AI-driven analytics
80% of CSMs expect AI to significantly reduced manual workloads.

Key insights

Get the report

Artificial Intelligence (AI) is revolutionizing Customer Success (CS), transforming how businesses engage with customers and optimize retention strategies. Our latest industry report, The State of AI in Customer Success (2025), reveals that while AI adoption is on the rise, challenges remain in fully realizing its potential. Here are the key insights:

AI adoption in Customer Success is accelerating but not yet universal

While 50% of CS professionals consider AI features "very important" when selecting a platform, 10% still do not use AI at all, indicating that full adoption remains a work in progress.

Challenges with accuracy, integration, and transparency

40% of CS professionals cite better prediction accuracy as a key requirement for AI adoption, while 30% highlight integration challenges with existing systems. Additionally, 72% report that AI often lacks transparency in explaining its insights.

Human expertise remains crucial

The most frequently used AI applications include predictive analytics (65%), automated reporting (55%), and AI-assisted communications (40%). However, 90% of CS professionals believe AI is most valuable when combined with human insights.

AI chatbots are helpful—but not a complete solution

40% of respondents find AI-powered chatbots “somewhat effective” for handling low to moderately complex customer concerns. However, 30% find them neutral or ineffective, showing that chatbots still struggle with more nuanced support needs.

AI is making the biggest impact in reporting and predictive analytics

Customer Success teams report the greatest impact from AI in automated reporting (65%), predictive analytics (35%), and AI-assisted communications (40%), helping them forecast risks, track performance, and streamline customer outreach.

Final Thoughts

The adoption of AI in Customer Success is no longer optional—it’s a competitive advantage. While challenges remain, AI’s ability to improve efficiency, enhance customer relationships, and drive better business outcomes makes it a must-have for forward-thinking CS teams. By combining AI-driven insights with human expertise, businesses can create a more effective, scalable, and personalized Customer Success strategy.