This year, artificial intelligence (AI) is set to transform industries, dramatically reshape customer experiences and redefine how businesses operate. Innovative technologies like advance virtual agents and agentic AI will elevate customer satisfaction and Customer Experiences in drive efficiency through highly personaliz human-like interactions and seamless assistance. Let’s look at a few predictions from myself and other Genesys experts about what AI-driven mobile database opportunities and challenges we’ll see in 2025.
Good News for Consumers: The Rise of Virtual Agents Is Upon Us
Here’s my take on what I think you can expect this year.
Many businesses use chatbots to automate customer service and drive efficiency. When built correctly, they’re valuable tools, easy to deploy and allow customers to interact with a brand 24/7. But the reality is most chatbots provide fragment interactions earning a reputation as one of the most frustrating parts of a customer experience.
The majority of chatbots are ineffective because they have rigid designs, aren’t structur to keep up with human conversation and require constant Customer Experiences in maintenance to stay update. When problems are escalate to a human agent, a customer’s context how to choose the best content writing company that suits your needs? and history often does not follow. This results in employees asking repetitive questions and adding to a customer’s frustration and feelings of not being heard.
To orchestrate the highly personaliz experiences consumers desire,
Businesses should upgrade their chatbots to advanc virtual agents. Virtual agents use large language models to mimic natural human conversation. They facebook users can understand more complex conversations, seamlessly pass context to their human counterparts, and tailor experiences base on real-time consumer behavior and preferences. Simply put, virtual agents can give customers the human touch that chatbots can’t.
Agentic AI Is the Next Big Thing in Tech — and the Ultimate Life Hack for Consumers
– Glenn Nethercutt, Genesys Chief Technology Officer
Tech leaders are already looking beyond the power of generative AI to agentic AI. Agentic AI will usher in the next level of customer experiences through proactive
and adaptive engagement with the potential Customer Experiences in to bring immense value to both businesses and their customers.
No longer just passive assistants, agentic AI will tackle complex,
multistep tasks that defy a simple, predefin path and adapt to real-time decision-making. Think of it as the Jarvis to your
Tony Stark — it coordinates multiple AI agents, each focus on a specific part of a task,
to deliver seamless, real-time solutions that adjust with every new piece of information.