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Zendesk 2025 CX Trends Report highlights the growing role of voice AI
AI-powered interactions take center place in the 7th annual report from Zendesk on CX trends, which are driving a transformative new era in customer service. After surveying over 10,000 respondents across 22 countries, a few key stats emerged regarding customer expectations related to AI agents:
Voice AI can transform CX
74% of consumers believe AI that understands and responds to their voice would highly improve their overall experience
This reinforces our belief in the power of natural language and the modality of voice. Empowering consumers to express to brands what they need help with, in their own words, helps consumers feel heard while unlocking a new, higher fidelity source of insights into business operations and the customer journey.
AI agent personality matters
67% of consumers say traits such as creativity, empathy, and friendliness are important and lead to better outcomes
Business value and ROI from AI agents are inextricably linked to engagement – are your customers willing to speak freely with your AI agents, or do they simply gravitate back to “representative, representative, representative”? This is why PolyAI has always focused on building the world’s most lifelike AI agents that are capable of achieving a specific brand experience, not just call containment.
Personalization is key
88% of CX trendsetters consider personalization critical as they incorporate emerging technologies to meet rising customer expectations
Personalization at scale in the contact center has traditionally been limited by the high levels of staff turnover and the ability of contact center teams to navigate multiple systems and absorb changes in process, customer journey, and new offers. With AI agents, CX leaders will be able to transform the contact center into a CX command center that is capable of deploying hundreds of personalization strategies with a level of consistency previously reserved for web, mobile, or social channels.
You can read the full list of 2025 CX trends and access the report from Zendesk here.
Many of these CX trends also mirror some of the findings in PolyAI’s study on AI in customer service. In our report, we also explored the progress enterprises have made in implementing generative AI into customer-facing use cases.
What do CX and contact center leaders really think about voice AI?
Get your copy to find outThe world’s most lifelike voice AI, seamlessly integrated with Zendesk
PolyAI is also a preferred partner of Zendesk to offer AI agents for voice to Zendesk customers. Using generative AI and the most accurate speech recognition and spoken language technology for for customer service, PolyAI’s lifelike AI agents help Zendesk customers authenticate callers, answer complex questions, complete transactions, intelligently route calls, and more. Learn more about our partnership here.
