Report

AI in social media in 2025: What consumers want

How do consumers really feel about AI in customer experiences? In a time when AI is transforming how brands connect with audiences, consumer trust has never been more critical.

We surveyed nearly 900 U.S. consumers to understand how they perceive AI-powered customer interactions on social media — and what they expect from brands in 2025. The results reveal key generational differences, evolving expectations around empathy and speed, and how transparency can make or break trust.

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Key Takeaways

Balancing speed, empathy, and transparency with AI to turn trust into loyalty

AI is reshaping the way brands connect, but it’s also raising new expectations. Today’s consumers aren’t just looking for fast responses — they’re looking for thoughtful ones.

Trust in AI is rising, but it’s not universal

More than half of Gen Z and Millennial consumers trust brands that use AI well, while older generations remain more cautious. The key? Clear communication and thoughtful execution.

Speed matters, but so does empathy

Consumers want fast service, but 47% say they’d rather wait longer for a more human, empathetic response. The right balance of AI and human support can make or break the experience.

Transparency builds credibility

Most consumers want to know when they’re interacting with AI. And nearly half say transparency increases their trust in the brand.

Survey Results

What you’ll find in this report

This report explores the sweet spot brands can hit by balancing AI efficiency with personalized service, all while building trust through transparency.

40%

Percentage of respondents who stopped engaging with a brand after a negative AI interaction.

60%

Percentage of consumers we surveyed who want to know when they’re interacting with AI.

50%

Percentage of consumers who said transparency increases their trust in the brand.