AI Speeds Software Discovery but Self-Service Checkout Lags
B2B software buyers are leveraging AI chatbots to accelerate discovery and shortlisting, yet the post-decision purchase process remains bogged down by slow sales-led journeys, internal approvals, and lengthy vendor negotiations. According to G2's 2026 Buyer Behavior Report, over 80% of buyers used AI for software recommendations, with 80% of AI users purchasing from their initial shortlist. However, Cleverbridge's research reveals that nearly 75% of purchases face significant delays or abandonment due to internal approvals and vendor back-and-forth. While 84% of buyers prefer a self-service digital path, only 17% of sellers have implemented one. Delays stem from waiting for quotes, security reviews, and budget approvals. Buyers express willingness to handle routine transactions, including those over $25,000, through self-service, indicating a clear gap between buyer expectations and seller capabilities.