Can you imagine a digital assistant to speak to the bank for you when you have an unrecognized position or to train salespeople to provide better service. This is the future of customer servicepowered by Artificial Intelligence (AI).
Zendesk’s CX Trends 2025 Report highlights that AI is redefining customer loyalty and becoming a strategic advantage for companies, because companies that integrate this technology with a focus on personalization have 33% more customers, generate 22% higher retention and 49% more income from cross-selling.
After an analysis based on the opinions of more than 10,000 consumers and business leaders worldwide, Zendesk identified five trends in Artificial Intelligence that will drive customer service.
Walter Hildebrandi, technology director of Zendesk LATAM, points out that offering consumers interactions powered by AI becomes a differentiator and allows them to provide better service, since 82% of people would change companies in the face of a bad experience.
1. AI Personal Assistants
Personal assistants like Siri or Alexa are already part of everyday life, and they learn from our tastes and needs, the next step is that communicate with each other and make decisions for us.
For example, if there is an unrecognized purchase, Alexa can contact the bank and say that it does not recognize the transaction, but you can go further and give it direct access to the bank so that it automatically understands that that transaction is outside of consumption patterns and contact the bank and make the claim without the consumer being involved.
It is a super innovative trend, 57% of Mexicans and 86% of companies say that in two years this will be a reality. Furthermore, 72% of consumers already want to hand over tasks to these personal assistants, so that they can handle complaints or make interactions on their behalf,” says Walter Hildebrandi.
However, there is still a challenge, ctrust in technology In order to have access to confidential information, this requires companies to provide greater security.
2. Autonomous service with Artificial Intelligence co-pilots
Companies are betting on tools that train agents or sellers in customer service. In this sense, AI co-pilots recommend to salespeople what to say, how to talk to the customer or what other products to offer. In fact, 95% of Mexican salespeople believe that having this tool would help them do their job better, allowing them to focus on more complex problems and offer a seamless experience.
“The great pain of the customer service industry is the turnover of people, since many do not consider it a lifelong profession, so companies are always hiring and training, and that takes a lot of time.”
But with the co-pilots the learning curve is shorterbecause by using artificial intelligence, sellers would obtain practical advice to provide better customer service.
3. More human AI agents
Consumers are looking for a more human attention When contacted by chatbots, in fact 64% say they are more likely to trust AI agents who display qualities like kindness and empathy.
Additionally, customer experience (CX) leaders who invest in more human assistants see a significant increase in customer satisfaction and loyalty.
Companies are also committed to providing the same attention that a chatbot offers by email, voice and other channels, that is, creating omnichannel AI agents.
4.Voice AI
The customer service through voice It is not going to die, Walter Hildebrandi highlights, because the consumer feels more comfortable speaking than writing. For example, in sensitive financial or health issues, clients prefer to make a call and speak directly to the business to express the situation and find a solution, rather than writing it down, because it takes them more time, there is even a large part of the population that does not knows how to write.
Given this panorama, companies are betting on voice AI to connect better with consumers through multiple platforms such as phone calls and messaging, such as WhatsApp.
Voice AI gives customers the feeling of being “heard” and understood, and it is more economical for companies because it only uses technology and does not require hiring large volumes of personnel to answer calls.
5. Personalization
Personalization is a characteristic that defines customer loyalty, since 61% expect that the AI-powered interactions They feel tailor-made for them. In addition, they are increasingly less forgiving of bad experiences, because 82% are willing to switch to a competitor after a bad experience.
Therefore, companies are using AI to improve the relationship with customers by providing them personalized recommendationsso say 56% of CX leaders. Additionally, with these systems, companies are 128% more likely to report a high return on investment from AI.
