From retail trade to travel, AI takes care of many tasks, improving productivity and efficiency.
In 2025, customer expectations exploded. They want instant resolutions, personalized experiences and available assistance anywhere, anytime. But the assistance teams feel pressure. Behind the scenes, the complexity increases, the workloads increase and the disconnected systems make the pace more difficult. What once passed for “fairly good” is no longer enough. If they do not rethink the way the assistance is provided, companies are likely to get delayed.
This is why, in 2025, the leaders of the support went from the fight against fires to sustainability. AI is at the heart of this transformation.
A 2025 reference report on customer service, based on information of 32,000 companies, 1.2 billion tickets and 138 million conversations, reveals that AI is no longer just a game of efficiency, it is a competitive advantage. The most efficient teams rethink the entire assistance strategy accordingly in order to reduce the number of tickets, improve the resolution speed and allow agents to focus on the complex customer needs.
And although each sector exploits AI differently, everyone notes considerable gains.
The retail trade improves indicators as IA agents take care of more routine tasks and requests. In software companies, AI agents recommend solutions, which helps computer teams reduce assistance time. Corporate services, which target more personalized support, turn to AI agents to anticipate the needs of their customers, while the manufacturing industry is based on AI agents to independent knowledge from assistance interactions and update the knowledge base accordingly. Travel agencies, which must be ready to face the urgent needs of blocked travelers, have recruited AI agents to help them manage on several channels.
To provide the best support in 2025 and beyond, managers must take into account the Myriad in ways that AI agents help companies improve support in all sectors.
Retail & e-commerce: give more requests to AI
In retail, each question “where is my order?” “And” How can I turn it over? Represents a choice: calling on an agent or letting AI take care of it instantly. The retail sector composed it, which causes deviation rates. A greater number of customers’ requests are resolved without the intervention of an agent, which makes it possible to improve both efficiency and scalability.
IA agents reduce the volume of tickets to 53 %, thus releasing agents and considerably improving resolution times.
The figures speak for themselves. By dealing with a large number of routine requests, AI agents help retail companies reduce their operational costs while developing support without increasing their workforce. Intelligent retailers go further by designing interactions with AI that keep the brand’s voice and the emotional link while reducing waiting times. Among the key performance indicators, AI is a change of game for retail customer service.
Main points to remember
- AI resolves large volumes of single queries
- Reduction in operating costs and acceleration of large -scale assistance
Software and internet: accelerate productivity
While the industry quickly evolves towards assistance assisted by AI, software and internet companies are becoming the first leaders in AI adoption. Tools allow agents to react faster and more precision, thereby reducing cognitive load and improving overall efficiency.
