Accounting Trends 2025: AI Chatbots Are Improving User Experiences

This post is part of G2's 2025 digital trends series. Read more about G2’s perspective on digital transformation trends in an introduction from Tim Sanders, VP, research insights, and additional coverage on trends identified by G2’s analysts.

AI chatbots revolutionize accounting efficiency and accuracy

AI is already a hot topic across all software industries, and the accounting sector is no exception. Among the various AI features that currently exist within accounting platforms, AI chatbots are becoming increasingly indispensable. They are helping improve user experiences by increasing efficiency and better managing accounting tasks.

But AI chatbots weren’t always the popular choice in accounting. Corporate accounting and finance have always been complex and require a high degree of accuracy and detail that wasn’t attainable using chatbots. However, with the exploding popularity and advancement of AI-powered technology like natural language processing (NLP) and machine learning (ML), chatbot technology can now not only handle complex queries and automate tasks more efficiently and accurately but also do so with higher levels of personalization and human-like responses.

Based on hundreds of authenticated reviews from G2’s accounting category, several themes have emerged that highlight how users are benefiting from AI chatbots: 

• Personalized user experiences: AI chatbots leverage user behavior to create tailored support, such as step-by-step instructions on creating a manual report, allowing employees of varying experience levels to use the software.
• Automated processes: As chatbots continuously learn from the huge amounts of data available, they can produce insightful and precise analyses, as well as automate time-consuming and repetitive tasks, such as reconciliations, data entry, and invoice processing.
• Real-time fraud detection and compliance: Users take advantage of AI-powered chatbots to constantly monitor financial transactions for irregularities or signs of fraud. Chatbots can analyze patterns and behaviors that warrant further investigation, allowing companies to stay on top of compliance and avoid fines or further misconduct.

By the end of 2025, accounting software companies will ramp up their investments in this technology to improve its efficiency, user-friendliness, and security.

However, even with the advancements in chatbots used in the accounting industry, there is still room for improvement, as users have expressed through their below-average scoring of AI chatbot features.

Chatbot functionality scores significantly lower than the average AI accounting feature

G2 reviewers have the option of scoring category-specific features on a  1-7 scale, with 7 being the highest satisfaction. Our accounting category has 10 AI-related features that users can rate based on their previous or current experiences. Even though these AI features are fairly new, we have already received hundreds of data points for each feature, which gives us up-to-date, unbiased, and accurate information on how the market responds to said features.

As seen below, it’s without a doubt that chatbot features are scoring the lowest among other AI features, such as report generation, expense management, and tax compliance. Support chatbots have an average score of only 4.78, while the AI average score is 5.20, and the highest score of 5.46, a variance of ⅔ a point.

Some concerns users have shared are inaccuracies in specific applications, such as variance analysis (the analysis as to why actual results deviate from expectations), bugs in the chatbot resulting in it not working, chatbot features leading to increased costs, and over-relying on AI features while other important accounting aspects, such as integrations and multi-currency support, are deprioritized. 

Chatbots in 2025 and beyond

AI and support chatbots have made significant improvements in corporate accounting by automating tasks such as report generation and fraud detection to improve user experiences. The data we’ve collected from authenticated reviews tell us that accuracy and functionality are very important for users, and therefore we’ll see accounting software companies continue to double down and invest in AI chatbot technology, as these tools become even more efficient and accurate.

Learn more about AI and how it’s improving corporate travel management software!

Edited by Supanna Das