Customer support is evolving about as fast as you can read this article, with AI technologies at the forefront of this transformation. AI isn’t just a tool to speed up responses in 2025; it’s redefining how companies engage with customers and solve problems. From improving personalization to streamlining workflows, AI is reshaping how we deliver customer experiences.
Several large Customer Experience (CX) and Contact Center as a Service (CCaaS) providers, such as UJET, Five9, NICE CXone, and Genesys, are innovating to bring AI-powered capabilities to businesses of all sizes.
While each platform offers unique benefits, the true winners are the companies and customers that embrace AI-driven support. The efficiencies and cost savings AI can bring to customer support are significant, making it a game-changer for businesses and a boon for customers.
Here’s a look at five ways AI is transforming customer support and how different providers stack up:
AI-powered intelligent routing systems analyze real-time customer inquiries to match them with the best resource. These systems consider factors like customer intent, urgency, and sentiment.
The Landscape:
Why It Matters:
A report by Contact Babel found that intelligent routing can reduce average handle times (AHT) by up to 30%, resulting in faster resolutions and cost savings. UJET's integration of contextual data in routing reduces misdirected calls, which, according to a Genesys study, costs companies an average of $12 per misrouted call. For businesses handling high call volumes, this translates into significant efficiency gains and cost reductions.
AI empowers support teams to deliver personalized experiences by analyzing real-time customer data, preferences, and behaviors.
The Landscape:
Why It Matters:
According to McKinsey, 71% of customers expect companies to deliver personalized interactions, and 76% are frustrated when this doesn’t happen. UJET’s real-time contextual data ensures that every interaction meets these expectations. As noted in a PwC customer experience study, personalization can increase customer retention by as much as 15% for businesses.
One of the most exciting advancements in AI is its ability to anticipate customer needs before they arise. Predictive support uses AI to identify potential issues and resolve them proactively.
The Landscape:
Why It Matters:
A Gartner study predicts that by 2025, proactive customer engagement will reduce inbound call volumes by 20% for organizations implementing predictive AI. UJET’s ability to translate predictive analytics into actionable insights reduces churn rates, a key metric as Forrester research shows that it costs 5–10 times more to acquire a new customer than to retain an existing one.
Customers undoubtedly prefer self-service options. Nearly three-quarters of us will avoid a human when we need support. However, they also demand accuracy and ease of use. AI-powered bots enhance self-service by delivering fast, conversational support around the clock.
The Landscape:
Why It Matters:
Self-service adoption is rising: Zendesk’s 2023 CX Trends Report revealed that 69% of customers try self-service tools before contacting support. According to IBM, companies implementing robust AI-powered self-service see up to a 25% reduction in support costs.
UJET’s strength lies in its ability to maintain customer satisfaction even when transitioning from self-service to human support, ensuring continuity and a 30% faster resolution time, as reported by internal case studies.
AI is not just helping customers—it’s also empowering agents. As real-time coaches, AI tools can suggest actions, provide knowledge-based resources, and guide agents during live interactions.
The Landscape:
Why It Matters:
According to Deloitte's Contact Center Future Trends Survey, agents equipped with AI tools report a 20–40% improvement in productivity. Additionally, AI coaching yields increased first-contact resolution (FCR) rates by up to 35%, leading to higher customer satisfaction. UJET’s approach, which combines AI-driven guidance with an intuitive agent interface, ensures agents are more efficient and better prepared to deliver exceptional customer experiences.
While all major players in the CX and CCaaS space are leveraging AI to transform customer support, the way they approach these innovations varies. NICE CXone and Genesys offer robust enterprise-grade solutions with broad feature sets, while Five9 is known for its focus on omnichannel capabilities.
However, UJET’s commitment to combining cutting-edge AI with intuitive, customer-centric design positions it as a leader in delivering exceptional outcomes for businesses and their customers. Its ability to blend AI with real-time data and seamless agent experiences ensures that companies can meet the rising expectations of today’s customers.
As you consider your next steps, remember that AI integration into customer support will continue evolving. Companies that invest in AI-powered tools will improve customer satisfaction and gain a competitive edge in their industries.
If you're considering upgrading your customer support strategy, platforms like UJET, NICE CXone, Five9, and Genesys offer impressive capabilities. However, focusing on solutions that emphasize AI innovation and customer-centric design will ensure your business stays ahead in the rapidly evolving world of customer experience.
2025 is the year to embrace AI and build customer experiences that stand out—because great support isn’t just about solving problems; it’s about building lasting relationships.
Deloitte. (2023). AI in the Contact Center.