CEO of Telviva, David Meintjes.
This time of year is synonymous with plans and resolutions to improve and develop, both personally and professionally. This is a time when business leaders are trying to stay ahead of the curve by precipitating trends so that they make informed decisions with strategies to improve their competitiveness and take advantage of more success.
Of course, the world undergoes a rapid transformation where companies are forced to find innovative and successful ways to collaborate and communicate with their increasingly informed customers, who have more choices than ever. We have the benefit of the increase in intelligent agents to make our life more efficient and easier, by which we give the agents of AI the objectives, or the guests, to be achieved, which – if they are made on a large scale – could change the environment in which we work and improve net profit.
In this spirit, it is worth noting the key trends that will stimulate commercial communication in 2025 and beyond, so that Organizations can make the right decisions about the place where to invest and which partners.
A recent McKinsey survey has created a useful snapshot of the rise of artificial intelligence (AI). Having overhang IA, it is useful to assess that there has been a significant adoption worldwide in the past year, going from around 50% to 72% in 2024. The adoption rate The highest is observed in the professional services sector and the functions and functions that see the most value of the adoption of AI are marketing and sales, and the development of products and services. Companies now spend 6% of their digital budgets on AI initiatives. However, in all functions, only two use cases, both in marketing and sales, are reported by 15% or more of the respondents. Organizations are still at the start of the course of the continuation of its opportunities and the scaling between functions and only 5% of respondents could assign an increase in the EBIT due to the implementation of an AI generative.
AI is engaged in three main ways: organizations that use existing solutions as it is; those who personalize AI tools with their own data and systems; And those who develop their own tools. For the future, industry leaders will be based on both standard solutions and tools that are suitable and specifically shaped by their unique needs. We are entering an era when winning organizations build ecosystems that mix proprietary, standard and open source models.
However, one of the main trends in the future is not only the adoption of AI technologies, but governance around the way it is deployed between organizations. Organizations that succeed will develop clear strategies and processes that protect them from inherent risks, while unlocking the power of technology in improving and increasing human systems and capacities. It is the opposite of LA LAVI of AI, so to speak, and represents a pragmatic and strategic approach to take advantage of technology.
This means that companies will have to prioritize data confidentiality and guarantee that their use of AI is aligned with regulations such as GDPR and POPIA. Ethical concerns concerning AI, including biases, transparency and responsibility, must become central to the implementation of AI.
Commitment and automation of improved customers in AI
Artificial intelligence (AI) plays an increasingly important role in conducting customer and staff engagement by automating routine tasks and improving personalization. Tools such as virtual assistants and chatbots allow companies to manage requests more effectively.
They are deployed not only for reactive customer service, but also for proactive commitment, where the anticipation of customer needs improves the speed and precision of the service, while appreciating the functionality of passing transparent to engagement human for complex problems. In addition to this, natural language treatment (NLP) and automatic learning allow AI tools to better interpret and respond to customer queries.
Generative AI allows companies to produce large -scale content, which stimulates efficiency not only in customer engagement, but also in marketing and product or services design. The deployment of technology intelligently releases employees to focus on strategic tasks and decision -making.
Now everyone appreciates that communication tools must be integrated transparently. As such, 2025 – and beyond – will see A marked increase in the demand for unified communications in the cloud as a service (UCAAS) and contact center as a service (CCAA). By engaging in these services and working with partners who are able to integrate in a transparent manner into other critical applications, such as CRM, ERP and project management systems, companies will see A marked improvement in the effective satisfaction of the workflow, customers and employees and an improvement in productivity.
A transition to multimodal communication
The difference in the gap based on voice to a multimodal communication ecosystem has been occurring for several years and should accelerate. Original factors include distributed workforce and the evolution of communication preferences for employees and customers. The voice remains important, but 2025 will see more asynchronous and visual communication.
Email, instant messaging, project management platforms and the video conference already replace traditional vocal calls and offer more options, as well as flexibility, for remote and hybrid teams. In addition to that, it gives companies flexibility to offer customers a choice of different means of communication according to the complexity of their requests.
Self-service ascent and automation
Self-service and automation have existed for some time, but-drawn by customer demand-in 2025 and beyond, we will see a massive increase in areas such as proactive self-service, where companies create Bases of knowledge and full resources that empower their customers to find the answers to their problems independently.
More and more companies will directly integrate self-service features into their product interfaces for instant access. This will be supported by tools fed by AI that will accelerate the responses and minimize manual processing time. Community support is an increasing trend, where customers share experiences and ask and answer their own questions. Finally, personalization and collection of real -time comments will allow companies to do targeted interventions to ensure a good customer experience.
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