In part one of this series, we showed that customers’ familiarity with AI impacts their beliefs and expectations of AI-powered customer service. Our study uncovered three customer personas:

• Adopters use AI daily
• Dabblers use AI weekly or monthly
• Traditionalists use AI less than monthly or never

But here’s where it gets interesting: how do these personas play out in the real world across different industries? 

To find out, we surveyed 4,500 desk workers and segmented them by the types of tools or services they use the most often for work. The top four industries were software-as-a-service (SaaS), logistics, professional services, and financial services. 

We saw that the number of Adopters, Dabblers, and Traditionalists isn’t evenly distributed — each industry has its own mix, leading to wildly different expectations and support preferences.

See the data broken down by industry and how that should inform your CX strategy: https://front.com/blog/ai-in-cx-industry-breakdown