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CONSUMER BEHAVIOR · INDUSTRY RESEARCH

Why customers want text, not phone calls

Across every age group, customers now prefer to confirm appointments by text over phone — and respond to texts at 4-8x the rate of email.

78%
open rate within 3 minutes
98%
SMS open rate (vs ~20% email)
45%
SMS response rate
Source
Pew Research Center, OpenMarket consumer studies →

Numbers vary by vertical, region, and shop size — these are industry averages from the cited sources, not Sarai AI-specific results. Once we're out of invite-only beta, real Sarai AI-customer numbers will land here.

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