AI and the Contact Center: 2025 Trends from Sprinklr

Over the past couple of years, Artificial Intelligence (AI) has revolutionized operations across industries, significantly enhancing efficiency and fostering innovation. When it comes to Unified Customer Experience Management (CXM), AI is foundational in enabling hyper-personalization and real-time insights – crucial for delivering seamless customer experiences.

As customers get more comfortable with AI, regularly interacting with the likes of ChatGPT, they gradually expect the same human-like, conversational experience when interacting with brands’ AI. Ensuring the same experience translates into customer service has become a major priority for brands, but achieving this in the contact center is harder than expected.

Recent research on 2025 AI Priorities from IDC and Sprinklrincluding 500 contact center leaders, uncovers the most AI-related trends for the upcoming year. Here’s what you must know.

AI Contact Center Trends for 2025: Key Takeaways

Recent innovations in AI, such as autonomous decision-making models and intelligent automation, are already transforming how businesses operate and interact with customers.

Looking ahead to 2025, AI trends are expected to focus on advancing conversational AI capabilities, including the development of more sophisticated models that better understand human emotions and intentions. Predictive analytics is also set to improve significantly. In the recent survey, 67% of contact center executives identified contextualized customer engagement during service interactions as the most impactful business outcome of generative AI, while 73% predicted that autonomous, 24/7 customer service would be the most transformative application of AI-powered analytics.

However, Sprinklr’s survey reveals significant challenges as well:

Despite the widespread adoption of AI across industries, a notable training gap persists in the customer service sector when it comes to AI implementation.

“When asked what would most hinder their organization’s ability to leverage AI in CCaaS and CX, 4 of survey participants pointed to a lack of skilled employees as the greatest barrier to adoption,” explains Amitabh Misra, CTO at Sprinklr.

“Until issues related to employee skills, data management and governance, and the cost of implementing AI solutions are addressed, it will be challenging for contact center leaders to reap AI benefits for CX,” he adds.

Sprinklr: AI-First, Unified CXM

How can Sprinklr’s services help contact centers navigate this evolving, AI-driven scene to streamline processes, optimize resources, and achieve the best results?

AI can be used to unify listening and insights across channels, case management, conversational automation, agents, and more. Sprinkler Service is an AI-powered CCaaS platform unifying contact center solutions across 30+ channels, including live chat, social, messaging, email, SMS, voice, and video.

“AI has been a foundational component of Sprinklr’s Unified CXM platform since its inception, powering the extensive CX management and social listening features we offer,” Misra explains.

“The rise of generative AI enables us to innovate at an entirely new level, delivering experiences that were previously difficult and prohibitively expensive.”

As contact centers adapt to this AI-driven landscape, Sprinklr’s unified platform integrates AI, automation, and real-time insights, ensuring seamless customer journeys across channels and teams.

“Our solution empowers contact centers to not only keep up with AI advancements but fully harness them to deliver personalized, seamless, and efficient customer support,” Misra concludes.

To learn more about these trends and Sprinklr’s AI-powered customer service solutions, visit their website here.