Artificial intelligence technology has improved exponentially when it comes to customer experience and support. No longer is AI limited to rote chatbots that are robotic in nature and can only respond to predetermined queries.
As the technology grows, there are more options available than ever. These include many solutions that add a more human element to the experience and enhance customer interactions. In 2025, many AI-powered customer experience trends are expected to take off. These will reshape the customer experience and allow businesses to provide the high standard of support their customers seek.
Trend #1: A More “Human-Like” Experience
Generative AI has become more developed than ever. With those advances, we’re creating a more human-like experience for users.
It’s true that even the latest advances in AI aren’t yet able to perfectly replicate human empathy and connection. However, AI is increasingly positioned to provide customers with a warmer interaction that feels more like talking to a human. They’re able to interact more naturally, providing customer experience solutions that seem more like having a conversation instead of simply relaying and responding to prompts. In many cases, they provide customers with customized solutions that fit their ongoing needs.
Modern AI chatbots can glean information from the conversation with customers. They aren’t just spitting back pre-programmed responses in answer to an immediate query. Instead, they’re able to mine information from the ongoing discussion.
That means that if customers share more information about what they need throughout the conversation, those AI solutions can respond in much the same way as a human customer service representative. Furthermore, they’re less likely to miss the cues that human customer service agents might overlook. As a result, the user has a better overall experience!
Those solutions are paying off, too. Human-like experiences and interactions provide customers with a deeper sense of connection. In turn, that connection transfers to the brand. The sense of connection causes customers to feel more attached to the brand, just like a successful interaction with a human customer service agent.
Trend #2: Omnichannel Experiences
Today, customer experience-related AI isn’t just about submitting questions to chatbots. Instead, those customer experience solutions are integrated with the other interactions customers are having with the company. Customer experience platforms are linked to customer relationship management systems, email providers, and all the company’s other customer interaction platforms.
As a result, the automated customer service agent is able to reference information about the interactions customers have had with the company in the past. It can look up what purchases customers made, what emails they’ve received, or what interactions they’ve had on the website or with other customer service platforms.
Suppose, for example, that a customer has recently received an email about a product that they might want to try, but they have questions about it. With an omnichannel experience, that data is already included in all customer interactions, and it’s easy to reference.
Likewise, if a customer has interacted with the company via email in the past, but chooses to connect with a chatbot for their next interaction, the chatbot has access to all that information.
AI solutions can even refer back to customer notes created by human agents, creating a truly seamless experience no matter how customers interact with the business. Those interactions create a more satisfactory experience for customers.
Not only does it mean that they will not have to explain the full details of their needs with the chatbot before they can have the problem solved, it means that they are have the same experience and receive the same answers and support no matter how they connect with the brand.
Trend #3: Integrated AI and Customer Service Representative Solutions
AI customer service solutions fill many critical roles, decrease the cost of providing a high standard of customer service, and ensure that customers get many of the solutions they need. There are, however, some things that AI simply cannot do. For example, some customer solutions need that vital human touch. The answer is to integrate AI with human customer service solutions. Many businesses are finding, as never before, that they’re able to improve their customer service offerings and provide more for their customers through AI-powered solutions.
Many businesses are already making the move to integrate AI with their existing structures or provide combined human/AI customer service solutions to increase customer satisfaction. AI customer service solutions can handle basic-level customer service queries, requests, and needs. Human supervisors can step in for escalated situations or more complex needs that the AI can’t handle.
Some companies are also offering the choice for people to interact with AI to streamline the interaction or wait for a human representative. Integrating human and AI solutions offers many advantages. It helps cut overall costs and create a better experience for customers. Additionally, it will often save time and energy for both companies and customers.
Integrating AI with customer service solutions increases job satisfaction and decreases strain for human customer service representatives, decreasing employee turnover in those positions. Businesses that want to take advantage of these trends should start investing in training for their existing employees. Provide them with the skills needed to take on higher-level customer service tasks and use AI solutions effectively.
Trend #4: Increased Customer Experience Expectations
Customer interactions with your service department are an essential part of their overall sense of connection to your brand. In fact, a positive customer service interaction can go a long way toward smoothing over problems customers may have had when interacting with your brand, whether they received the wrong product or had an issue once they got it out of the box.
Fortunately, AI is ideally positioned to improve those customer interactions. Today’s customers realize the value that AI can provide as well as understanding that it operates within the constraints of the company’s policies and procedures. When they have a seamless experience with AI, from getting an exchange on a product that did not perform as expected to managing refunds or handling questions, they have a better opinion of the brand as a whole.
With AI becoming increasingly common across the board, customers are coming to expect a streamlined customer experience that makes it easier for them to connect with the brand. Brands that lag behind will quickly find, in 2025, that customers are disappointed in the solutions they offer. As a result, those customers may turn to competitors instead.
Trend #5: Enhanced Security
Data security questions are at the top of the list when it comes to embedding AI into the customer experience. AI poses several unique security risks. Businesses face the usual security challenges that come with integrating a new platform. But they may also deal with hackers who attempt to “fool” the AI model to gain access to private customer information. Omnichannel AI solutions could mean that malicious attackers can access more information than anticipated.
In 2025, however, most AI models are striving to increase overall security and provide a safer experience for their users. They have taken additional steps to protect that essential data. That means when customers interact with chatbots and other customer experience solutions, they can feel confident that their data is protected and private.
Trend #6: Decreased Barriers to Adoption
Many companies have struggled to implement AI as part of their regular customer experience processes because of challenges. In some cases, it’s the cost. In others, it’s the learning curve. Still, other companies have struggled with the limitations of current AI technology, which may not have, historically, provided the experience they wanted for their customers.
Modern AI solutions, however, are taking down those barriers and making it easier than ever for businesses to adopt those AI solutions.
Security has improved for many of those programs. That means companies do not have to worry about the challenges to their overall data protection. Additionally, AI solutions have become easier to implement, decreasing the learning curve. As a result, many AI customer service providers have created comprehensive solutions that can easily be modified to fit the unique needs of a specific business.
Costs are also coming down as the technology becomes more prevalent and easier to access.
Get the Customer Experience Solutions You Need for Your Brand
AI customer service solutions are no longer just the wave of the future. Those solutions are here, and they’re providing the comprehensive support businesses need to make the most of their available customer service options, providing a better experience for customers and decreasing the cost of providing that service.
Are you ready to enhance your customer experience and provide the sense of connection customers need to increase their appreciation of your brand? Reach out today to learn more about our AI-powered customer experience solution and how it can benefit your company.
