KUALA LUMPUR: Vonage’s 2025 Global Customer Engagement Report reveals the growing role of artificial intelligence (AI) in reshaping customer service, offering deeper insights into consumer preferences. Reggie Scales, Vonage’s Global Head of Applications, highlighted how AI is enhancing traditional communication methods—voice, video, and messaging—making interactions more personalised, automated, and meaningful.
This year’s data shows increasing adoption of AI-powered interactions, with notable rises in the use of chatbots (32 per cent), video chat (28 per cent), voice assistants (26 per cent), and automated phone support (25 per cent) over the next year. Regionally, AI adoption varies.
In Asia Pacific, non-SMS apps (31 per cent), phone calls via messaging apps (30 per cent), and video chats (14 per cent) are growing in popularity. In contrast, the US remains focused on SMS, mobile calls, and email, with moderate interest in AI-enabled channels like messaging apps (26 per cent) and push notifications (23 per cent).
The report also highlights key customer frustrations— long wait times (65 per cent), repeated contacts (65 per cent), and multiple transfers (63 per cent)—fuelling the demand for AI solutions like chatbots and smart IVR systems that provide instant support and efficient routing to the right agents. Enhancing these experiences is shown to boost customer loyalty and drive more sales. The survey, conducted in September 2024, gathered insights from over 7,000 participants across 17 global markets. – BERNAMA
