Graham Glass, CEO, CYPHER Learning:
“Try it at any party: tales of customer-service hell, starring incoherent chat agents or sadistic, impenetrable voice recognition systems, win guaranteed head nods. But that’s on the verge of changing in 2025. Generative AI and AI-driven analytics are sparking a sea change in automated customer service channel quality. We’ll see them drive unprecedented levels of kinder, gentler customer engagement, with rising satisfaction scores following. (Finally, a voice agent that gets what you want, whether it’s a flight change or a prescription refill, instead of just reciting your account balance over and over.)
The best part is a small business can play too. Companies won’t have to be in the Fortune 500 to automate super-convincing, personalised customer service experiences, creating higher-quality content with less effort while cutting costs and expanding their potential reach. If there’s any downside to all this, it’s that consumer expectations for responsive, intelligent service will rise, with companies that fail to catch the AI wave risking being left in the dust.”
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