AI is changing the way businesses connect with customers, and new research shows that inboxes may be more open to automation than expected. Microsoft’s latest study explores how buyers respond to AI-powered outreach and what this means for sellers.

Microsoft recently shared research on how B2B customers perceive AI-generated outreach in Dynamics 365. Here’s what stood out:

Consent is king
Customers want full control of their inboxes. That means explicit opt-ins, clear unsubscribe options, confirmation messages—and ideally, data deletion when requested.
Tone, trust, and the AI factor
84% of customers (33 out of 45) felt comfortable with AI-driven outreach—as long as the emails were relevant, concise, and respectful.
AI vs. Human: It’s about balance
Customers don’t mind AI emails, but they still expect the option to escalate to a human—especially for sensitive topics like pricing, payment, or complex issues. Trust-building moments still need the human touch.
What this means for sellers
Humanize your AI outreach, be transparent, respect consent, and know when to hand off to a human.