What is Human-Centric AI? Zendesk Reveals 2025 CX Trends: AI That Feels Human is the Key to Unlocking Customer Loyalty
The 7th annual edition of the Zendesk 2025 CX Trends Report is live! Zendesk, a leader in customer experience management unveiled a significant shift in customer expectations, with consumers demanding AI interactions that are more human-like, personalized, and engaging than ever before. The report highlights the growing clout of AI-powered personalization, agent conversations, and loyalty management in 2024. The latest CX Trends report draws on insights from over 10,000 global consumers and business leaders, highlighting five critical trends that will shape the future of customer service, emphasizing the importance of human-centric AI in redefining customer loyalty and becoming a strategic edge for companies.
Let’s dive into the 7th Zendesk CX Trends Report and understand what it holds for businesses.
The Divide Between CX Trendsetters and Traditional Approaches
The report reveals a growing divide between companies that embrace AI, termed “CX Trendsetters,” and those lagging in traditional approaches. As consumer expectations continue to rise, businesses that integrate AI with a focus on empathy and personalization are gaining a strong advantage, building trust, and boosting customer retention. In fact, CX Trendsetters experience 33% higher customer acquisition rates, 22% higher customer retention rates, and 49% higher cross-sell revenue, demonstrating the transformative power of a thoughtful approach to AI.
Five Key Trends from Zendesk’s 2025 CX Trends Report
Autonomous Service Accelerates with AI Copilots
Agents and customers have built a strong connection with AI copilots, and this growing fondness stems from TRUST. Today, companies are embracing AI copilots to support agents, manage routine tasks, and enhance efficiency, with 73% of agents believing that having an AI copilot would help them do their job better. According to Zendesk CX Trends Report 2025, companies are racing toward faster adoption of AI copilots to automate next-level conversations with minimal human interventions. Next-gen AI Copilots such as Zendesk AI ingest and analyze billions of real customer service interactions to understand CX and agent-level sentiments, unlocking the power of personalized support with real-time automation.
Retail companies like Lush use Zendesk’s custom AI agents to improve their FCR scores. By fostering trust and familiarity with AI among agents, customers, and leaders, AI copilots are helping companies pave the way toward autonomous service models. As AI agents become more integrated into everyday interactions, building trust is crucial for ensuring that customers and employees feel comfortable relying on AI for support. This trust enhances the effectiveness of AI copilots and positions companies to confidently move toward service models where AI handles more customer interactions independently, improving efficiency and customer satisfaction.
Recommended: How Zendesk GPT-4o Could Help Agents Craft Engaging Replies
What are the consequences of delaying AI Copilots integration?
Zendesk CX Trends report clearly points out the risk of shadow AI in organizations where leaders delay integration with copilots. The use of Shadow AI applications grew by 250% within a year. Major Shadow AI users belong to the Travel and Hospitality, Retail, Manufacturing, Financial Services, and Healthcare. Shadow AI poses grave dangers to enterprise data security and privacy. Ensuring an organizational-level AI copilot integration for agents will ensure data privacy, security, and compliance, enabling leaders to embrace 100% autonomy in customer service quality management.
In the next 18 months, CX trendsetters like Lush will use AI copilots to introduce customers and agents to innovative next-gen solutions, solving 80% of the existing problems with an AI-only approach.
Consumer Confidence Rises with Human-Like AI Agents
In a world where technology evolves at an ever-accelerating pace, one thing became crystal clear to businesses: the future of AI wasn’t just about efficiency—it was about trust, connection, and the human touch. According to Zendesk, more than two-thirds (68%) of consumers say they’re more likely to engage with and trust AI agents that display human-like traits. These behaviors not only foster stronger connections with customers but also drive key improvements in CX metrics, such as customer sentiment, retention, and loyalty.
Let’s understand why human-like AI agents are in demand in the services industry.
Consumers, once willing to accept robotic, mechanical interactions, are now looking for something more. They want AI agents that didn’t just solve problems, but understand them, that didn’t just complete tasks, but make them feel heard, valued, and respected. As companies race to keep up with this shift, a new breed of “human-centric AI agents” have emerged.
At the heart of this change is a simple, yet profound realization: 64% of consumers are more likely to trust AI that embodied qualities like friendliness, empathy, and creativity. It isn’t enough anymore for AI to provide quick answers or streamline operations. Consumers are seeking genuine human-like personalized relationships—something more organic, more trustworthy, and engaging. They want to engage with human-centric AI agents that feel like a colleague, a guide, or even a friend.
In a recent virtual learning session, Nathan Cassella, Director of Technical Support at Hanwha, and Garrett Hogan, VP of Customer Experience at BrainSell highlighted how AI and automation are revolutionizing customer support and service, with a particular focus on the manufacturing industry. Nathan shared Hanwha’s success story using Zendesk, highlighting the measurable improvements they had seen in their operations, including streamlined processes, enhanced customer interactions, and increased efficiency. Garrett presented the latest trends in AI-driven customer experience, discussing how these technologies are reshaping the way businesses engage with customers and empowering teams to deliver more personalized, responsive service.
For businesses, the key to staying ahead in this new age of customer experience is crystal clear: evolve, or fall behind. It isn’t just about improving the algorithms or adding more features. It is about shifting the core purpose of AI from transactional to relational. Companies such as Siemens focus on evolving their bots into full-fledged AI agents capable of engaging in personable, meaningful interactions, doubling their productivity in sending invoices, addressing customer requests, and predicting their needs with AI-generated responses and reports.
Today, adding human-centric AI copilots means choosing AI systems that can offer more than just functionality. They should possess traits that were increasingly valued in human interactions: warmth, empathy, understanding, and even creativity. These are no longer nice-to-have features; they are the bare minimum required to stay competitive in a world that is quickly moving toward a more human-centric, emotionally intelligent future.
So, the future of AI wasn’t just about solving problems—it was about building connections, one empathetic interaction at a time.
Personal AI Assistants Shape the Future of Customer Interactions
Assistant-first interactions are no longer just a convenience—they’re quickly becoming the norm. As per Zendesk, one way to future-proof CX strategy is by embracing AI assistants-first interactions. Let’s understand this with examples and data provided in the CX Trends report.
Consumer favorability of AI in CX is growing each year. Personal AI assistants are becoming integral to daily life, leading consumers to expect assistant-driven experiences in customer service. Zendesk stated that 67% of consumers are ready to delegate tasks like tracking orders and receiving personalized recommendations to AI. Consumers prefer to delegate their mundane tasks to AI assistants, and this trend has shifted the needle toward CX. Common tasks that are delegated to AI assistants include:
- Taking orders
- Requesting service information or product details
- Setting meeting appointments
- Receiving personalized recommendations
- Managing subscriptions and memberships
- Making transactions or purchases
By 2027, almost 9 out of 10 CX Trendsetters will build an AI agent-first experience journey for consumers, scaled on consumer confidence and reliance.
Voice AI Gains Ground as the Preferred Channel for Complex Issues
Voice AI technology is advancing, making it easier for customers to articulate their needs, particularly for complex issues. 50% of consumers have already engaged with Voice AI and want to adopt these technologies for their ability to have natural and conversational interactions. Moreover, 60% of consumers want brands to adopt Voice AI. Advanced Voice AI features will make customer service interactions feel more natural, efficient, and effective.
Zendesk’s CX Trends Report 2025 highlights the importance of human-sounding Voice AI assistants, especially for IVRs that offer multilingual support. Key findings:
- 67% of consumers feel engaging with a natural-sounding Voice AI assistant improves experience;
- 74% of consumers stated it would greatly improve their experience with AI agents or assistants if they understood and responded to their voice.
For many, speaking is simply easier than typing, especially when explaining complex issues or unpacking a situation. Consumers no longer need to navigate through menus or long wait times; they can simply speak and get their concerns addressed quickly.
This shift to voice-based interactions enhances the CX by streamlining communication and reducing friction. When customers can explain their problems in a more natural, conversational manner, Voice AI is better able to understand context and intent, leading to faster resolutions and greater satisfaction.
Voice AI doesn’t just help customers—it can also support agents by providing real-time data and insights during live interactions. For example, AI-powered tools can analyze ongoing conversations and offer agents relevant information or suggest the next best actions, helping them resolve issues faster.
This level of assistance ensures agents are better equipped to handle more complex scenarios, improving both response times and quality of service. Over time, this AI support helps agents build their expertise and confidence, leading to more consistent and effective customer service. As the appetite for Voice AI continues to grow, adopting these technologies will not only enhance your CX but also position your company to lead in a competitive market.
The future of customer service is here—and it speaks in voice. Powered by AI, alright!
Personalization Redefines Customer Loyalty
Personalized service is now a defining feature of customer loyalty. Zendesk’s CX Trends Report found that 61% of consumers expect AI-driven interactions to feel tailored to them, and 63% are willing to switch to a competitor due to just one bad experience.
Take the retail industry, for example.
In the retail industry, leveraging AI agents to personalize the customer experience is becoming a key differentiator. According to the report, 56% of CX Trendsetters—companies that lead in customer experience innovation—are planning to use AI to offer tailored product recommendations, specialized support responses, and custom escalation paths to strengthen customer relationships and loyalty. Retailers using Zendesk’s AI agents can create highly personalized experiences by analyzing a customer’s previous purchases, browsing history, and preferences to suggest products they’re likely to be interested in.
For example, an AI agent could suggest new clothing styles based on the customer’s past buys or recommend complementary accessories to go with a recent purchase.
Beyond product recommendations, AI agents can also tailor customer support responses to meet the individual needs of each shopper. If a customer has a recurring issue with a product, the AI agent can quickly reference past interactions and provide solutions based on that context. Additionally, if the query requires a higher level of expertise, AI agents can create custom escalation paths that direct the customer to the right human agent—streamlining the process and improving resolution times.
In contrast, only 22% of CX Traditionalists, or companies that are slower to adopt AI in customer service, are planning to use AI in this way. This indicates a significant gap in how companies are prioritizing personalization through AI. While traditional companies may still focus on broader, less tailored solutions, CX Trendsetters are using AI to forge deeper, more personalized connections with customers, driving greater loyalty and long-term value.
As a result, companies that prioritize personalization using AI are not only improving the customer experience but also building stronger, more loyal relationships with their customers, which translates into higher retention rates, repeat purchases, and increased customer lifetime value.
To optimize customer experience (CX) with AI agents in customer service, it’s essential to prioritize loyalty-focused metrics like retention rates and customer lifetime value (CLV), while also integrating AI-driven efficiency metrics. These include improvements in response times, resolution speed, and personalized offer acceptance rates. By balancing both loyalty and efficiency metrics, businesses can create more seamless, personalized service experiences that not only retain customers but also maximize their long-term value.
The Path Forward for CX Leaders
Zendesk’s 2025 CX Trends Report offers a roadmap for businesses looking to thrive in an AI-driven world. Companies aiming to lead must integrate AI with a human-centric approach, focusing on empathy, personalization, and transparency to meet customer demands. By embracing human-centric AI, companies can create unique, meaningful experiences that meet and exceed customer expectations for relevance and value, ultimately driving customer loyalty and business success.
Key Steps to Lead in the Assistant-First Era
Assistant-first interactions refer to customer service experiences where AI-powered agents take the lead in providing support, guiding customers through processes, and solving problems, often before a human agent needs to get involved. These interactions are designed to feel natural, intuitive, and efficient, offering customers quick answers and a smooth experience.
- Evaluate Your Current CX Infrastructure: Start by assessing how well your current systems are positioned to support assistant-first interactions. Do your AI assistants have access to the right data? Are they integrated with your CRM, support platforms, and knowledge base? Identifying gaps and addressing them early will give you a solid foundation for success.
- Invest in the Right Tools: Choose AI systems and platforms that can easily integrate with your existing technology stack. Look for solutions that offer flexibility, scalability, and robust analytics features. As you grow and your needs evolve, your AI systems should be able to scale with you.
- Focus on Continuous Improvement: Assistant-first interactions require ongoing refinement. Regularly review customer feedback, track performance metrics, and make adjustments to ensure your AI assistants continue to meet or exceed customer expectations.
- Train and Empower Your Team: While AI systems can handle many aspects of customer service, human agents will still play a critical role. Ensure that your team is trained to collaborate seamlessly with AI systems, using them to enhance their own performance rather than replace it. By empowering your team with the right tools and knowledge, you can create a harmonious blend of AI and human support.
The benefits of assistant-first interactions go beyond just improving efficiency. When done right, these AI-driven systems can create more personalized, human-like experiences by leveraging customer data and context to provide tailored solutions. Whether it’s an AI chatbot on your website or a voice assistant in a mobile app, the key is to make these systems as responsive and user-friendly as possible.
Why Planning for System Integration Matters
To position your company as a leader in this new assistant-first world, CX managers must consider how these human-centric AI systems integrate with your existing tools and platforms. Direct system integration is crucial for several reasons:
- Seamless Experience Across Touchpoints: By integrating your AI systems directly with customer data, support platforms, and communication channels, you can create a smooth, consistent experience for your customers, no matter how they choose to interact with your brand. Integration allows your AI assistants to access real-time data, respond to queries more effectively, and even escalate issues to human agents when necessary.
- Faster Response Times and Efficiency Gains: AI-driven systems can handle routine inquiries and common issues more quickly than human agents, freeing up your team to focus on more complex tasks. However, for these systems to function optimally, they need to be connected to your CRM, helpdesk software, knowledge base, and other key systems. This ensures that your AI assistants have the information they need to respond intelligently, reducing wait times and improving customer satisfaction.
- Improved Analytics and Insights: Direct system integration allows for a more complete view of the customer journey. When AI assistants are fully integrated with your existing systems, they can gather and analyze data more effectively, providing deeper insights into customer behavior, preferences, and pain points. This data can then be used to continuously improve your AI models, optimize workflows, and drive better decision-making.
Staying Informed on Industry Developments
The landscape of AI and customer experience is constantly evolving. To stay competitive, CX managers must remain informed about the latest advancements and trends in AI technology. New tools, features, and integrations are emerging regularly, offering enhanced capabilities for improving customer service.
By staying updated on the latest developments—whether it’s the rise of advanced conversational AI, improvements in machine learning algorithms, or new AI-powered tools for personalization—you can ensure that your company remains at the forefront of innovation. This knowledge will help you anticipate changes in consumer behavior, adjust your CX strategy accordingly, and maintain a competitive edge in an increasingly crowded market.
Industry Examples by MarTech Insights: Embracing Human-Centric AI for Personalized Engagements with Customers and Agents
Airline Industry
The airline industry has long been known for its complex operations, tight schedules, and high customer expectations. As travelers demand more personalized and efficient service, many leading airline carriers have turned to AI-powered chatbots to streamline customer support, reduce complaints, and enhance overall satisfaction. By integrating advanced AI into their customer service operations, these airlines are not only improving response times but also delivering more tailored, seamless experiences that resonate with passengers.
Leading airline carriers have implemented AI-powered chatbots to provide personalized customer support, resulting in a significant reduction in customer complaints and a sustained increase in customer satisfaction.
Hospitality Industry
AI-driven virtual assistants in the hospitality industry enhance the guest experience, allowing guests to request services and amenities through voice commands, resulting in an increase in guest satisfaction. AI-driven systems provide CX leaders with powerful data collection capabilities that can significantly enhance the customer experience. By capturing and analyzing guest interactions, preferences, and feedback, AI tools offer valuable insights into behavior and satisfaction trends.
For example, if a particular service or amenity is consistently requested by guests, the data can inform decisions to improve offerings, anticipate guest needs more effectively, and even optimize staffing levels.
As guest expectations continue to rise, AI-driven virtual assistants can set a hotel apart from its competitors. Providing a superior level of convenience, personalization, and 24/7 service fosters loyalty and strengthens brand perception. Guests who enjoy a seamless, customized experience are more likely to return for future stays and recommend the property to others.
Manufacturing Industry
The integration of AI-powered technologies such as predictive maintenance, analytics, and CRM systems is revolutionizing operational efficiency and customer experience.
Manufacturing companies have implemented AI-powered predictive maintenance, reducing downtime and increasing overall equipment effectiveness. AI-driven predictive maintenance tools help manufacturing companies minimize unplanned downtime by forecasting equipment failures before they occur. This proactive approach not only ensures higher equipment effectiveness but also strengthens customer relationships by delivering more reliable and timely product deliveries, a critical factor in customer satisfaction.
For CX leaders, leveraging advanced analytics can provide deeper insights into customer needs and behavior, enabling more personalized service and better resource allocation. By analyzing data from both production lines and customer interactions, manufacturers can anticipate demand shifts, improve inventory management, and optimize production schedules to meet customer expectations more effectively.
Furthermore, integrating CRM systems with AI enables seamless communication with customers, providing real-time updates on order status, production timelines, and potential delays. This level of transparency builds trust and enhances customer loyalty, as clients feel informed and valued throughout the supply chain process.
As manufacturers continue to embrace AI technologies, predictive maintenance, analytics, CRM, and voice AI will play an increasingly central role in boosting operational performance and creating exceptional customer experiences that differentiate brands in a competitive market.
Retail Industry
Leading retailers utilize AI-powered chatbots to provide personalized product recommendations, resulting in an increase in sales and customer satisfaction. Most retailers adopt cutting-edge technologies, including proprietary artificial intelligence (AI), Generative AI (GenAI), Augmented Reality (AR), and Immersive Commerce platforms to create hyper-personalized, convenient, and engaging shopping experiences that span across physical stores, online e-commerce mobile apps, and other virtual environments.
Conclusion
Human-centric AI future is here.
For CX leaders, the rapidly changing landscape of customer service can feel overwhelming at times, but it also presents an incredible opportunity to rethink how we engage with customers and support our teams. As AI copilots increasingly take on routine tasks and assist with more complex interactions, they’re enabling businesses to deliver faster, more personalized service. This shift is not just about improving efficiency—it’s about creating meaningful, humanized experiences that meet the evolving expectations of both customers and agents. Embracing this change is crucial for staying competitive, as the rise of autonomous service sets the stage for a future where AI and agents work seamlessly together.
The goal is to empower teams, enhance customer trust, and drive stronger, more responsive connections, all while staying true to the personal touch that customers value. CX leaders can shape a future where both technology and empathy work in harmony to elevate the customer experience. AI is a superpower. Zendesk 2025 CX Trends Report ensures marketing and service leaders are prepared for the human-centric AI future.
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