“Zendesk’s 2025 Customer Experience Trends Report: The Rise of Human-Centric AI in India”

The future of customer experience is here, and it’s all about AI. Zendesk’s 2025 Customer Experience Trends Report sheds light on the pivotal shift in customer expectations, revealing that today’s consumers are demanding AI interactions that feel more human, personalised, and engaging than ever before. This shift is not just a passing trend; it’s a game-changer for businesses that are willing to embrace AI and harness its power to transform customer service.

In India, the adoption of AI in customer experience is on the rise, with 88% of CX leaders reporting positive ROI from their AI tools. This positive reception towards AI is mirrored by consumers, with 88% holding favorable views towards the technology—the highest in the Asia Pacific region. This growing acceptance of AI is paving the way for a new era of customer service, where human-centric AI is redefining customer loyalty and becoming a strategic edge for companies.

The report highlights five key trends that will shape the future of customer service, emphasizing the importance of integrating AI with a focus on empathy and personalization. Companies that prioritize creating genuine, human-centered AI interactions are reaping the benefits, experiencing higher customer acquisition rates, retention rates, and cross-sell revenue. This proves that a thoughtful approach to AI can be transformative, not just for creating memorable customer experiences but also for the bottom line.

As Zendesk CEO Tom Eggemeier puts it, “AI should be more than just another technology we use—it’s a way to bring companies and customers closer, redefining the relationships we can build.” By putting customers at the heart of AI, companies can create trust, loyalty, and lasting connections that set them apart in a rapidly changing world.

One of the key trends highlighted in the report is the rise of autonomous service accelerated by AI copilots. Companies are embracing AI tools that support agents by managing routine tasks, freeing them up to focus on more complex issues and providing a smooth and scalable customer experience. This shift towards autonomous CX is expected to lead to 80% of customer interactions being resolved without human intervention in the next few years, underscoring the importance of ensuring customer data is kept safe and secure.

Another trend to watch out for is the increasing demand for human-like AI agents. Consumers are looking for AI that goes beyond efficiency and feels genuinely human, with 81% in India saying they would engage more with AI if it had more human-like interactions. By infusing AI with personality and warmth, companies can boost customer satisfaction and loyalty, differentiate themselves from competitors, and build lasting relationships with customers.

Personal AI assistants are also shaping the future of customer interactions, with consumers expecting assistant-driven experiences in customer service. Companies that prioritize AI assistants will deliver the frictionless, responsive experience that today’s customers demand, setting themselves apart in a competitive landscape.

Voice AI is gaining ground as the preferred channel for complex issues, with consumers finding it easier to articulate their needs through voice. By providing a more seamless and personal experience, Voice AI offers consumers the sense of being “heard” and understood, making it a valuable tool for companies looking to connect with customers across multiple platforms.

Personalization is redefining customer loyalty, with over three-quarters of consumers in India expecting more personalized service with AI. As consumers’ expectations for great service rise, companies must prioritize personalization to enhance customer relationships and meet and exceed customer expectations for relevance and value.

In conclusion, the future of customer experience is AI-powered, and companies that embrace AI with a focus on empathy, personalization, and human-like interactions will gain a strong advantage in building trust, loyalty, and lasting connections with customers. As the landscape of customer service continues to evolve, AI will play an increasingly crucial role in shaping the customer experience and driving business success.