By Chris Arnold, VP, Customer Experience Strategy at ASAPP
Artificial Intelligence is at the core of every contact center trend in 2025. We are experiencing a rapid evolution of technology, especially with the advent of foundational Large Language Models (LLMs) and GPT architectures. AI is not just enabling outcomes promised by legacy technologies; it is creating an opportunity for a reimagined customer experience ecosystem. The significant changes we anticipate will begin to unfold in 2025.
AI: The Driving Force Behind Contact Center Evolution
The most apparent trend is the leveraging of AI to replicate human customer service across various channels, including websites, mobile apps, IVR, chats, emails, and voice calls. Businesses are experimenting with customer-facing AI as accessibility improves due to technological advancements and decreasing costs. Companies are deploying LLM-based solutions to create personalized conversational experiences, marking 2025 as a pivotal year for contact center transformation.
Harnessing Data to Unlock AI’s Full Potential
High-quality data is crucial for these LLM-based solutions. Many companies have vast amounts of data that have not been effectively utilized beyond reporting. To maximize these data resources, companies must curate them to enable AI to deliver effective outcomes. This involves understanding the customer journey, building cross-functional teams, and curating the necessary data to create personalized customer experiences that minimize human effort.
The Emergence of New Contact Center Roles
As AI takes on more responsibilities, new roles will emerge within contact centers. Human oversight will be essential in the early stages to ensure the quality of AI interactions and to optimize automation flows. New job roles will focus on using low-code tooling to enhance workflows and establish new automation processes. Additionally, as AI's dependence on data grows, roles for contact center subject matter experts will become vital, particularly in curating Knowledge Base content and developing APIs that allow AI to perform tasks within various systems.
A Race to the Future: Adopting AI for Competitive Advantage
The goal of these advancements is to create differentiated customer experiences while reducing operational expenses. Companies that swiftly adopt AI will gain a competitive edge, while those that hesitate risk falling behind.
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