How people are really using AI for customer work

AI is quickly becoming part of how people get customer work done. Vitally wants to understand what’s actually happening — including the tools people choose, where company policies help or get in the way, and what employees need to use AI productively and responsibly.

By “customer work,” we mean any work involved in understanding, supporting, serving, retaining, growing, or managing customers — including both direct customer interactions and the work that happens behind the scenes.

This survey should take about 5 minutes. Responses will be reported in aggregate.

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1. Which function are you closest to?

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2. Approximately how many employees does your company have?

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3. What best describes your role?

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4. How often do you personally use AI to help with customer work?

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5. Have you ever used an AI tool for customer work that your company had not formally approved or provided because it helped you do your job better?

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6. Why have you used — or why might you use — an AI tool outside the tools your company officially provides?

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7. How much has AI improved your ability to get customer work done?

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8. Compared with your goals or expectations, how would you describe your performance over the past 12 months?

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9. Which best describes your company’s current approach to AI for customer work?

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10. Which approach would you most prefer your company take toward AI at work?

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11. What would make you more comfortable using AI more broadly for customer work?

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12. Which statement comes closest to your view?

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