The 2023 State of AI in Customer Success report reveals that CS teams are embracing generative AI to combat burnout and improve efficiency. Over 400 professionals shared that AI’s main benefits are automating repetitive tasks (47%) and personalizing customer experiences (43%). Key challenges remain in outcomes, expansion, and retention, while more than 74% report burnout driven by administrative work. Most respondents (79%) believe AI will not replace humans but augment roles, requiring new skills like data analysis. Confidence is high, with 94% trusting AI’s accuracy, and 68% consider vendors’ AI strategies essential in evaluations.

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