TRENDS IN AI THAT WILL SHAPE 2025

2025 can also pave the way for emotional intelligence to be integrated into AI systems, with Agentic AI systems greatly benefiting from it.

- BEERUD SHETH

Over the past few years we have witnessed remarkable and impactful changes in this sector, but we have only scratched the surface. In coming times, we are set to witness more advancements in AI, ultimately altering how businesses will communicate with customers. According to new research by Gartner, more than 85 per cent of customer service and tech leaders are looking to explore or pilot conversational generative AI solutions in 2025.

Business-customer interactions have evolved over the years from basic one-way messaging to two-way personalised communications. The rise of Conversational Internet has also reshaped the landscape, particularly in mobile-first economies that skipped the website and browser era. In fact, conversational interfaces have become the new browsers. The latest developments in Generative AI make it all the more true.

AGENTIC AI A NEW FRONTIER

Today, AI chatbots can answer FAQs, provide support and even process transactions. But the Gen AI agents will be capable of understanding context at an entirely new level.