Industry executives and experts share their predictions for 2025. Read them in this 17th annual VMblog.com series exclusive.
By Tim Shi,
Chief Technology Officer at Cresta
In the past few years, artificial intelligence
has dramatically changed how contact centers operate. In 2025, we foresee the
emergence of a new era of AI that’s defined by automation.
From AI accessibility to the rise of voice AI
agents, the four predictions below set the stage for how we expect AI in the
contact center to evolve in the new year.
Evolution of
GenAI Native User Interfaces: In the
coming years, we would reimagine how humans interact with generative AI. New
user interfaces will streamline our interactions with the technology, making
them more intuitive and efficient, thus enhancing various applications. One
exciting direction is Generative UI, where the user interface is generated and
adapted by the AI in real-time. Another area is Proactive Interfaces, where AI
proactively predicts what’s needed in real-time and surfaces relevant information.
These advancements in UX – ranging from visual adjustments to multi-modal
integration – will also increase the accessibility of AI, reducing barriers
that are present with existing interfaces.
Advancements
in Multi-Agent Systems: Multi-agent systems are anticipated to become
more sophisticated, enabling AI-powered agents to collaboratively solve complex
problems with greater efficiency and effectiveness. As a result,
“fit-for-purpose” or “fine-tune” AI agents can seamlessly work together to
quickly and effectively address complex customer issues – reducing pain points
and significantly improving perception of AI-powered customer service.
Rise of
Voice AI Agents: In the coming year, Voice AI agents are set to
become more prevalent and increasingly sophisticated, offering seamless and
more natural interactions with customers. Multi-modal language models will be
able to understand audio natively without relying on transcription, and
interpret user emotions through tone and voices. These Voice AI agents will be
capable of understanding and retaining context – providing more accurate
responses, and integrating more deeply into daily tasks and environments across
the business.
Enhanced
Memory in AI Models: Future artificial intelligence models, such as
OpenAI’s GPT-5 and GPT-6, are expected to make significant strides in their
ability to handle long documents and navigate complex requirements. As a result
of these advancements, users will benefit from reduced instances of information
loss and enhanced overall performance – allowing them to derive more value and
engage with AI more meaningfully in the years to come.
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