What wins and what converts when AI and people talk to your customers.
Our recent study compared 140,861 real messages. Keep it under 60 words.
See the findingsA form link got 4.5 times the responses of asking people to text back.
What wins and what converts, from a recent study of 270,131 real messages.
From our recent study of 270,131 messages, to 9 October 2026.
Reply rates. Real messages compared side by side, each difference over 99.9% certain.
13 pages, free to download.
Voice, SMS, WhatsApp, email, Instagram, Messenger, X, TikTok, LinkedIn and web chat, all measured the same way.
The moment a human steps in decides whether the customer stays. We measure when it should happen and how.
We score each channel on speed, problems solved first time and customer satisfaction.
Clear write-ups of what we find, checked by people outside the team.
See how your own conversations compare, and where to improve first.
Building or launching conversational AI? Get in touch to find out how to do it properly.
Real conversations, anonymised and shared by partner organisations, then labelled by trained reviewers.
Fair trials that compare one approach against another, set up in advance so the result cannot be bent.
Every result shows its range and sample size. We publish the results that did not work too.
At least two outside academics check each paper. The data and code are kept for anyone to re-run.
Building or launching conversational AI? Get in touch to find out how to do it properly.
Building or launching conversational AI? Explore the data with us and learn how to do it properly.
Get in touch to find out how to do it properly.
Get in touch