CUSTOMER ENGAGEMENT
• Enables more personalized experiences( 45 %).
• Works smarter across communications methods( 42 %).
• Delivers real-time voice recognition and response( 39 %).
• Provides multi-language support( 31 %) and recommends other products or services( 30 %).
Among the channels consumers feel most comfortable with for AI-powered support, messaging apps led with 44 %, followed by website chat( 39 %), email( 30 %), a company’ s mobile app( 28 %), SMS / text( 26 %), and voice calls( 26 %).
EVEN NOW, A SIGNIFICANT PORTION( 83 %) OF CONSUMERS REPORT RECENT USE OF SOME AI-ENABLED TOOLS...
THE ROAD AHEAD
Without question, the future of CX will incorporate some level of AI-powered assistance. Even now, a significant portion( 83 %) of consumers report recent use of some AI-enabled tools, including AI-powered chatbots or AI-powered virtual assistants or agents.
These actions represent yet another area of preference by consumers that brands must get right, or risk damaging or losing the relationships. It will require careful implementation by brands, being careful to ensure the proper data and AI guardrails are implemented to maintain successful AI-powered support.
By layering AI-powered support across a brand’ s already-established communications channels, brands can deliver more meaningful, seamless, and memorable engagements with their customers.
After all, nearly half( 52 %) of consumers will become more loyal to a company or provider after a great CX, 53 % will tell friends and family, and more than a third( 35 %) will make additional purchases.
Reggie Scales is president and head of applications at Vonage, overseeing global leadership in communications and customer experience. With over 25 years in the industry, he excels in sales leadership and market strategy. Previously, he held senior roles at Masergy, Comcast, and PAETEC, driving significant growth and innovation.
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