Here are 5 major AI trends in 2025 from Infobip

Artificial intelligence (AI) will play a vital role in enhancing customer experience by building customer loyalty and at the same deliver growth to businesses, according to the Zagreb, Croatia-based global communications platform provider Infobip.

During a press briefing, Infobip also announced key major trends in 2025.

“Our latest predictions categorize emerging CX trends for 2025 into three key layers—Infrastructure, Application, and Customer Experience. These trends will shape how brands interact with consumers and leverage technology for enhanced service. We are also seeing key similarities and differences when it comes to how different customer generations, from boomers to zoomers, want to engage with brands. Understanding each generation’s preferences will also help brands enhance their CX strategies and implementation,” explained Cecile Perez Tizon, Sales Director at Infobip in a recent press briefing held at the Bonifacio Global City.

Conversational AI

Tizon said conversational AI will have a bigger role for businesses as they will develop more engagements with customers that will boost sales and loyalty. “Infobip expects companies to explore the capabilities of large action models, which allow AI to perform tasks with minimal human intervention,” she said.

Notwithstanding the fact of the pervasive role of generative AI in business operations, Tizon said there will still be strong human oversight before finalizing customer interactions. “Trust is the foundation of any successful customer relationship,” added Tizon. “Human oversight in AI responses bridges a critical gap, empowering organizations to ensure their messaging is accurate and relevant,” Tizon said.

Analytics

Marvin Ian Portillo, solutions engineering chapter lead of Infobip in the Philippines. pointed out that real-time analytics will also emerge as a driving force in optimizing customer support and marketing strategies. “Clean, structured data is essential,” emphasized Tizon. “Firms must focus on building robust data pipelines to enhance their AI-driven initiatives for superior customer experiences.”

In the customer experience layer, Portillo said Infobip is bullish that rich messaging will emerge as an essential customer experience channel, especially as a marketing and support tool, offering more interactive and engaging customer experiences.

Rich messaging

This will bring convenience to consumers as they will not be required to download a chat app to send and receive photos or videos. Meanwhile, Portillo said enterprises can take consumers through the entire customer journey from initial marketing pitch to purchase and support. This growth is also a significant opportunity for telcos to seize the benefits of RCS Business Messaging and deliver rich conversational messaging for customers.

Autonomous agents

By 2025, Tizon said the entry of autonomous AI agents will change the landscape of customer interactions. “The AI agent market is poised to grow exponentially,” states Tizon. “These systems will not only drive efficiency but also enhance decision-making processes, making customer experiences smoother and more personalized,” she said.

AI in communications

According to Infobip’s latest research, different generations indicated their ways on how to communicate with businesses and brands. When at least 86% of all generations expect targeted and relevant communications, retailers need a personalized approach for each generation of shoppers.

Creating an appropriate omnichannel strategy to communicate with consumers across generations can be challenging.

Infobip’s Generational Messaging Trends Report, further said the majority of the shoppers regardless of their age, want brands to engage with them like with a friend through conversational channels and say it will increase their loyalty.

However, brands must get customer communications right to enhance loyalty and grow sales.

“As we look ahead to 2025, understanding and leveraging these CX trends and generational preferences will be crucial for organizations seeking to stay competitive and deliver exceptional customer experiences,” she emphasizes.

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