A new Moneypenny survey of 750+ businesses across the US revealed AI is fast becoming a cornerstone of operations, with more than two-thirds (64%) of the US companies that participated now using or considering it to drive efficiency, enhance decision-making and supercharge growth. 

The research, commissioned by customer conversation experts Moneypenny, showed AI adoption booming in marketing, analytics, and customer service, and demand clearly growing. It also showed companies are leaning into AI to handle repetitive tasks, unlock productivity, and deliver faster, smarter outcomes. Marketing, content creation and analytics were among the top areas of AI adoption (76%), closely followed by analytics and reporting, productivity and automation (71%).

Of those surveyed, 73 to 83% of companies with between 250 and 500 employees said they are currently using or considering using AI, compared with only 52 to 63% of companies with between one and nine employees. Just over a quarter of all companies (27%) reported fully embracing AI, with a further third adopting it selectively. 

The most-cited benefits for companies using AI were cost savings (39%), time saving (38%), productivity efficiencies (35%), and better decision-making (29%). However, companies also indicated challenges, including staff worrying about losing their jobs and data security risks (both 32%), customers feeling neglected (31%), lack of understanding when implementing, and poor customer experience (both 27%).

On the topic of customer experience, the top two industries for adoption were IT and telecommunication companies, with 62% already using AI for content and marketing, compared with only 27% of legal companies, and 32% of education companies. Among those most likely to use AI for telephone answering, a traditionally human-centric role, architecture, engineering and construction companies (30%) were most represented. 

As rapid AI adoption continues, 50% of responding companies that have implemented AI say they need better guidance on how to do so effectively. Among their most trusted sources for information were friends and family as well as business advice sites and titles (both 34%), followed by peers and colleagues (31%).

Richard Culberson CEO North America at Moneypenny commented: “This research shows that AI agents can deliver real impact, but success depends on how they’re used. AI isn’t a one-size-fits-all solution. What matters is creating experiences that are personal, relevant, and contextually right. Many businesses benefit because a large proportion of their customer interactions are about routine, frequently asked questions which AI can handle brilliantly. That frees up real people to focus on the more complex, sensitive or high-value conversations. It’s about using the right blend of tech and people to deliver the best possible customer experience.”