2025年客户服务中的人工智能趋势报告

Introduction3Trend 16Trend 212Trend 318Trend 425Trend 531 AI is revolutionizingthe way we think aboutcustomer service. 2024 was the year that enterprises made realstrides in terms of implementing generativeAI in customer service use cases. In an effort to cut through the noise, wesurveyed CX and contact center leadersat enterprise companies with an annualrevenue of $500m+ to get the scoopon how AI is changing the customerservice landscape. After a rough start, with several generativeAI projects making headlines for all thewrong reasons, a handful of enterpriseswere able to successfully launch gen AIprojects with gamechanging results. According to Gartner research,generative AI is now the most frequentlydeployed AI solution in organizations,but they also say that at least 30% ofgen AI PoCs will be abandoned. Breakdown of surveyrespondents by seniority level,department and vertical. We surveyed 100 customer service and customerexperience leaders in the USA and UK to find outhow AI is changing customer service across five mainthemes: career aspirations, customer expectations,enterprise AI adoption, customer attitudes to AI and AIvoice agents in the contact center. Trends at a glance. T R E N D1 T R E N D2 T R E N D3 AI is becoming commonplace in theenterprise tech stack. AI is shaping leadership careeraspirations. Customer expectations are higherthan ever. Customers want it all and they want it now. ¾CX leaders agree that customers expect bothimmediate responses and more knowledge andguidance from advisors. Introducing AI in customer-facing roles ischanging the way CX and contact center leadersthink about their careers, with 34% agreeing thatimplementing an AI solution that demonstratesROI is their top career goal in the next 5-10 years. 79% of CX and contact center leaders said thatC-level executives are expecting them to makemore use of AI. Enterprises hope that AI will solvethe efficiency vs CX conundrum. T R E N D4 T R E N D5 Customers are warming to AI voiceagents. AI voice agents are revolutionizingthe contact center. 87% of customers are happy or willing to use AIvoice agents for customer service. Over ¾ of CXand customer service leaders believe that AI voiceagents could one day replace human customerservice representatives. 60% of contact center and CX leaders are activelyconsidering using AI voice agents to handlecustomer service phone calls. Agents understandthat AI will enable them to focus on more rewardingwork, but still worry it might replace them. arrow-rightarrow-rightarrow-rightarrow-rightarrow-rightarrow-rightarrow-rightarrow-rightarrow-rightarrow-rightarrow-rightarrow-rightarrow-rightarrow-rightarrow-rightarrow-rightarrow-rightarrow-rightarrow-rightarrow-rightarrow-rightarrow-rightarrow-rightarrow-rightarrow-rightarrow-rightarrow-rightarrow-rightarrow-rightarrow-rightarrow-rightarrow-rightarrow-rightarrow-rightarrow-rightarrow-right AI is shaping leadershipcareer aspirations. The contact centeris still viewed as acost center. A promising 33% of respondentssay their organizationappreciates the contact centerprimarily as a value driver. But a whopping 65% said theirorganization views the contact center,at least in part, as a cost center. Customer supportleaders are stillbalancing CX goals withfinancial restrictions. Just over ¾ of respondentsagreed that improving CX was atop priority. With 51% of respondents stating a priorityof increasing revenue and 47% stating apriority of reducing costs, it seems thatcontact centers are still feeling the age-old pressure to do more, with less. It’s understandable then, that half of allrespondents are thinking about self-serve,with 34% demonstrating an intent toautomate customer service conversationsthrough AI voice agents or chatbots. CX remains themost important KPI. While CX and customer supportleaders are clearly feeling thepressure to cut costs, 47% ofrespondents said their mostimportant KPI is improvingcustomer experience. With 9% of respondents saying theirmost important KPI is to implementmore AI tools, it’s clear that AI is provingto be more than just a fad. 75% of contact center leaderssee themselves in a CX leadershipposition in the next 5 years. Contact center leaders recognize their valueas customer champions and are settingtheir sights on roles like Head of CustomerExperience and Chief Customer Officer. The line betweencustomer service andCX roles is blurring. 75% 12% 12% of CX leaders think their rolewill change to Head of AI in 5 years. As AI plays a larger role in automating andoptimizing customer journeys, CX leaders areseeing the opportunity to own AI strategy intheir organizations. Creating valuewith AI is a topcareer goal. There’s a lot of noise about AI incustomer service and customerexperience, but with analystsclaiming that as many as 90% of AIproofs-of-concept won’t make itinto production any time soon, it’sno wonder that ROI is top of mind. Just over 1/3 respondents said thatimplementing