"While 2023 and 2024 [was for] realizing the initial benefits of AI in customer experience, 2025 will be the year where we really start to see the profound impact it will have."
"In 2025, AI will be woven into the fabric of everyday customer service operations - including AI agents that have natural voice capabilities and the ability to act on customer requests."
"This mainstream acceptance will not only elevate the customer experience but also set new standards for engagement, making AI an indispensable tool in the customer service arsenal."
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