PolyAI Report: AI in Customer Service Trends 2025

This report takes a closer look at how generative AI is transforming customer service in large enterprises. Based on a survey of 100 customer experience (CX) leaders from major US and UK companies (each with over $500 million in annual revenue), it offers clear, practical insights for anyone looking to navigate the fast-changing world of AI in CX.

What you'll find inside:

• Key trends for 2025: From the rise of AI voice agents to its growing influence on leadership, technology, and customer expectations.
• Insights from the field: How AI is impacting career development, the push for cost-efficiency, and the way contact centres are valued.
• The customer lens: Why today’s customers expect faster, 24/7 service, and how AI is helping meet those demands.
• The reality of implementation: Common hurdles in rolling out AI, and why ROI and business alignment matter more than ever.
• The future of voice AI: With growing confidence in AI voice agents, many believe they’ll soon take on more tasks traditionally handled by people.

Whether you're planning your next AI move or benchmarking your current strategy, this report is a valuable resource for staying ahead.