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Companies built AI for one side of the conversation. Nobody designed for the other.
Across 100 brands and 17 sectors, three-quarters have capable, disclosed AI on the human-facing side — chatbots, live chat, APIs.
Not one has designed for the other side: a customer's own AI agent arriving to act on their behalf.
This isn't a technology gap. It's a design gap.
73%
have capable AI on the human-facing side
0%
have designed for the customer's AI arriving
The asymmetry, in numbers
- 76
- brands have deployed chatbots
- 66
- disclose AI to their customers
- 81
- offer live chat
- 42
- have developer APIs
- 57
- have the foundations to make AI-to-AI service work today
- 17
- sectors, from banking to healthcare to government
- 100
- brands audited from public interfaces only
- 0
- have published a protocol to receive a customer's AI
What you do about it
The full report is open — read it, cite it, share it. The deeper question is what the readiness cliff means for your operation. Three ways forward:
Reference the audit
Use the findings in your own work — strategy decks, board papers, research, coverage. Open data, CC BY 4.0, archived on Zenodo with a permanent DOI.
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