Beyond chatbots: The true potential of AI in CX

While chatbots are the most well-known application of AI in CX, they are just the tip of the iceberg. Predictive analytics, real-time customer sentiment analysis, hyper-personalized marketing and automated workflows also hold huge potential to transform CX.

It’s just part of the reason why AI dominates the investment priorities of practitioners in 2025. CX Network’s research found that automation of CX and service functions, AI/ machine learning (ML) for operations and data insights and analytics featured alongside conversational AI chatbots and virtual assistants in the top 10 list of investment priorities for CX teams this year. Furthermore, 56 percent ultimately expect AI spending to increase in 2025.

In this session we will explore the many applications of AI beyond chatbots to streamline operations, improve visibility into customer journeys and ultimately improve CX.

Attendees will learn:

• Unlocking AI's potential: Discover cutting-edge applications of AI in CX, including predictive modeling, sentiment analysis, and workflow automation.
• Enhancing personalization: Learn how AI can help deliver hyper-personalized experiences and recommendations at scale without sacrificing authenticity.
• Strategic integration: Explore how to seamlessly incorporate AI into your CX strategy while maintaining a balance between automation and the human touch.