The 2024 State of AI in Customer Success report finds 52% of CS teams now use AI, though mostly as a tactical tool for productivity rather than a strategic driver. Adoption is strongest among startups and large enterprises, with onboarding and product engagement seen as areas of greatest potential. Top uses include data analysis, reporting, and identifying at-risk customers, while increased CSM productivity is the most measured benefit. Barriers include lack of expertise, data privacy concerns, and integration challenges. The report emphasizes AI as a partner enhancing human connection, not replacing it.

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