Human-centric AI adoption powers startups to scale strategically

Leaner teams don’t have to mean lower impact—especially with AI as your advantage. And most consumers agree: 66 percent said AI can help smaller businesses, like startups, compete with larger companies in terms of customer service.

What else can help startups earn a competitive edge? We surveyed more than 5,000 consumers, over 750 startup leaders, and over 200 startup agents across 22 countries. What they told us revealed the differences between those CX Trendsetters—startups who’ve fully embraced AI—and CX Traditionalists. The latter have lagged behind their peers, often delaying the deployment of AI solutions due to a lack of budget, knowledge, or internal support.

Humi, a popular employment platform in Canada, is one such Trendsetter. They implemented Zendesk AI to help them work better internally and manage increasing customer service demands—leveraging advanced AI features to streamline how they show up for customers.

The result? Since implementing Zendesk AI, Humi has reduced ticket volume by more than half (57 percent), exceeding their initial goal of 50 percent. In turn, their agents have been freed up to focus on more complex customer issues—and deliver a better customer experience.

When you need to do more with less, successfully integrating AI into your CX strategy is key. Here are the five trends you need to know to resolve issues faster with enhanced security measures, foster loyalty through efficient yet personable interactions, and scale without adding significant operational costs—or losing the human element.

1. Driven by AI copilot success, startups are racing to adopt autonomous service for next-level interactions.

AI copilots supercharge employee productivity, freeing up lean teams to focus on growth, strategy, product development, and customer relationships. They also make it easier for startup employees to wear multiple hats, allowing each team member to maximize their contribution.

But, to most Trendsetters, this is just the beginning: 90 percent believe AI copilots are a first step towards autonomous AI, setting the stage for more profound technological integration.

This certainly rings true for AI-proficient startup agents who are eager for more advanced AI support. Our research shows that 84 percent of startup agents have turned to using AI tools outside of what their company provides them.

Adopting autonomous service models will not only satisfy agents’ need for modern workplace tech, it will reduce the security issues unapproved AI tools present. In turn, agents can handle more tickets and customer interactions efficiently. Resolving inquiries faster and without the need for significant investment in support staff also allows startups to allocate resources strategically.

2. Consumer confidence in startups’ AI agents hinges on how engaging, friendly, and human-like these agents become.

Traits like accuracy and efficiency are now table stakes for any interaction. Instead, startups will benefit from adopting AI agents that demonstrate human empathy and understanding to help foster stronger, more authentic customer relationships. More than two-thirds (68 percent) of consumers say they’re more likely to engage with and trust AI agents that exhibit these human-like traits.

And that’s good news for the 82 percent of startup leaders who now consider AI, such AI agents, part of their workforce and team. Operating as an extension of a small team, AI agents allow startups to meet growing demand without sacrificing personal engagement. They can ensure every customer interaction remains warm and attentive, embodying empathy and friendliness to help build stronger customer connections.

Trendsetters in the startup space are already reaping these benefits. According to our research, early adopters reported 82 percent AI agent effectiveness in 2024.

3. Personal AI assistant popularity prompts startups to prepare for a future where assistants take the lead.

Consumers are ready and willing to delegate tasks like tracking orders and initiating returns to their personal AI assistants. In fact, two-thirds (66 percent) of consumers suspect that, within the next two years, they will have their own personal AI assistant to interact with companies for them.

Startups that optimize their digital presence to integrate with personal AI assistants will position themselves as go-to recommendations for niche products and services.

They also have the first-mover advantage in a new ecosystem—benefiting from a business environment that fosters innovation. Startups pioneering integrations with personal AI assistants will set new standards and expectations that competitors will have to follow.

Some have already hit the ground running: by 2027, 88 percent of Trendsetters will design an experience for consumers to use AI assistants across the entire customer journey.

4. Voice AI, with its natural language capabilities, helps startup consumers feel heard across all touchpoints.

Voice AI enables startups to skip the outdated tech. By leapfrogging older, cumbersome IVR systems and adopting Voice AI, startups can provide consumers with more intuitive, conversational support from the start. Doing so also aligns with customer expectations: 65 percent of consumers who frequently interact with customer service believe voice AI can improve phone interactions with companies.

By prioritizing Voice AI for digital interactions, startups can also create a more intuitive customer experience that feels responsive, even when managing complex inquiries. Attuned to customers’ expectations, startups will make it difficult for slower-moving competitors to catch up.

Nearly all Trendsetters are already seeing the benefit, too: 91 percent agree that Voice AI is heralding a new era of voice-driven customer service interactions.

5. In a world of AI-driven experiences, personalization yields startup customer loyalty like never before.

Consumers expect smaller businesses to offer personalized service, more so than larger businesses. By leveraging AI to track customer preferences, behaviors, and needs, startups can craft unique experiences that foster loyalty and make every customer feel valued.

Using AI to bake personalization into their products from day one, startups can also meet customer expectations for individualized experiences without increasing workload.

Consumers see the benefit, too: 70 percent of consumers say that the use of AI by smaller businesses like startups provides the best of both worlds—small-business charm powered by AI efficiency.

Want to dive deeper into the insights shaping what’s next in CX? Download the full CX Trends 2025 report and start harnessing the full potential of AI to transform customer experience and drive impactful results.

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