The irruption of AI and digital communication is transforming the Customer experienceaccording to Infobip, which has identified the key trends that will define their future in 2025. The most prominent are the Automation, AI and security.
The brands will give priority to security in their virtual assistants and chatbots against threats such as prompts injection, data leaks or AI elucinations. Thus, during this year, companies will seek technological suppliers in which they can trust to guarantee safe and misinformation free environments.
At the same time, artificial intelligence will also evolve, and will answer questions to execute complex tasks. Among them the management of appointments or the autonomous update of customer data. The generative AI will be integrated with human validation processes before answering customers, which will reinforce their trust and significantly reduce errors.
On the other hand, companies will also take advantage of the conversational analysis promoted by AI, which will allow them to take advantage of real -time analysis of interactions with customers to improve marketing strategies and optimize the support they provide.
The use of messaging enriched as an essential clients will also have a lot of weight. The adoption of RCS (Rich Communication Services), especially after the incorporation of Apple, will consolidate in 2025 this format such as the standard in communication between brands and companies, and customers.
Finally, the adoption of systems with AI agents in the management of client experience will allow artificial intelligence to manage the client experience in all its stages. Currently, companies such as Microsoft and Cisco are at the forefront of this transformation.
In short, for Álvaro Ansaldo, Country Manager of Infobip Iberia«The 2025 customer experience will be defined by intelligent automation, security and extreme customization. The companies that adopt these trends will lead the new era of digital interaction with customers«.
