5 AI trends shaping contact centres in 2025 | eBook

5 AI trends shaping contact centres in 2025

| eBook

Artificial intelligence (AI) is a prolific technology trend that is set to expand its influence and relevance in the contact centre space in 2025, dominating strategic decision-making and IT budgets.

The role and relevance of AI in the contact centre environment have never been clearer as the list of applications of the technology in its various forms continues to permeate more facets of daily operations.

With a range of AI models available, contact centres have begun investing in AI capabilities by implementing basic, predictive and conversational AI models to enhance customer experience (CX) and operational efficiency and reduce costs.

Numerous operators have also made the leap to more advanced AI models, with generative AI (GenAI) adoption accelerating in recent years.

Companies reassessing AI adoption paths.

While the introduction and integration of AI solutions into the contact centre environment has been a net positive for the industry, the steep trajectory of the AI adoption curve, particularly in relation to GenAI has created various challenges and a few problems for operators.

The industry at large has realised that simply turning on GenAI engines can be counterproductive, with numerous companies running into AI-induced trouble due to issues related to hallucinations, which can occur when the AI model generates information that appears credible but is incorrect or fabricated.

85% of customer service leaders will explore or pilot a customer-facing conversational GenAI solution in 2025, according to Gartner Inc. survey.

5 AI trends shaping contact centres in 2025

Against this backdrop, there are five major AI-related trends that will likely shape the contact centre landscape in 2025 as operators look to unlock greater functionality.

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