AI in customer service trends report 2025
AI is revolutionizing the way we think about customer service
2024 was the year that enterprises made real strides in terms of implementing generative AI in customer service use cases.
After a rough start, with several generative AI projects making headlines for all the wrong reasons, a handful of enterprises were able to successfully launch generative AI projects with revolutionary results.
According to Gartner research, generative AI is now the most frequently deployed AI solution in organizations, but they also say that at least 30% of gen AI PoCs will be abandoned.
In an effort to cut through the noise, we surveyed CX and contact center leaders at enterprise companies with annual revenue of $500m+ to get the scoop on how AI is changing the customer service landscape.
