The demand for personalized experiences and the trust in AI agents with human-like qualities, such as empathy and sympathy, have made AI a priority for businesses. The most innovative companies in customer experience recognize this and are investing in this direction to increase customer satisfaction and loyalty.
The Zendesk CX Trends 2025 report confirms that 70% of consumers prefer companies that use AI to improve customer service. Additionally, 64% of consumers are more likely to trust AI agents that exhibit characteristics such as “empathy.”
The research highlights five key trends in this context:
- AI Assistants: Human agents and AI working together to resolve issues more quickly and accurately.
- Humanized AI: More natural and personalized interactions, with AI learning from each conversation and adapting to customer needs.
- AI Personal Assistants: Freeing up human agents for more complex tasks while AI handles repetitive tasks such as order tracking and personalized recommendations.
- Voice AI: Facilitating customer interactions by allowing them to resolve issues quickly and intuitively.
- Personalization: Creating unique experiences for each customer based on their preferences and interaction history.
The benefits of AI for businesses are clear: increased customer satisfaction, reduced costs, and greater efficiency. As a result, AI is no longer an option and has become a must for building stronger customer relationships.
