The tech sector entered 2024 under immense pressure. Venture funding had declined steadily for over two years, leaving many companies with limited resources and tightened budgets. Yet, as inflation softened and interest rates stabilized, funding levels showed signs of leveling out. In Europe, for instance, tech funding steadied at $45 billion — a modest decline compared to the sharp drop-off in previous years.

This cautious optimism also opened new doors. The IPO market, dormant for much of 2023, showed signs of revival, especially for companies leveraging artificial intelligence (AI) to innovate and transform. AI has become essential for companies that want to enhance customer experience (CX), maximize efficiency, and unlock employee potential.

Whitepaper

How the Tech Sector Will Tap AI to Drive CX Efficiency in 2025

As we step into 2025, AI is not just a tool, but a strategic enabler for tech companies seeking to do more with less. Here’s how.

1. Maximizing efficiency amid economic uncertainty

The economic challenges of recent years have made efficiency a top priority for tech companies. In 2024, 40% of tech companies surveyed in the CallMiner CX Landscape Report pointed to navigating uncertainty and stretching limited resources as their biggest CX challenges. Many companies still relied on manual analysis of customer feedback – a method that is both time-consuming and resource-intensive.

AI is now stepping in to fill this gap. Tools powered by AI, like conversation intelligence, analyze every customer conversation across multiple channels. This comprehensive approach reveals patterns, insights, and opportunities that would otherwise go unnoticed.

For example, a company that traditionally relied on manual review might only assess 1% of its interactions. With AI, that same company can analyze 100%, identifying recurring pain points or uncovering untapped revenue opportunities. As businesses seek to optimize their operations, automating feedback analysis is no longer a luxury – it’s a necessity.

2. Augmenting human work, not replacing it

As AI continues to evolve, fears of job displacement remain pervasive. A recent survey revealed that 75% of U.S. employees worry AI will render certain jobs obsolete. But in reality, AI is proving to be more of a collaborator than a competitor, augmenting repetitive tasks so that human employees can focus on higher-value work.

In CX, AI has shown immense potential to enhance frontline employees’ performance. Tools that provide real-time guidance during customer interactions or identify areas for process improvement are already making an impact. However, the adoption of more personalized coaching remains limited. Only about one-third of companies are using AI insights for tailored, one-on-one coaching.

Using AI-generated performance scorecards, a manager can pinpoint specific areas for improvement – such as communication tone or product knowledge gaps. These insights allow the manager to create a personalized coaching plan, resulting in measurable improvements in the agent’s performance.

3. Navigating the costs of AI

Despite its transformative potential, AI adoption comes with significant cost challenges. Many tech companies have found the financial burden of implementing AI higher than expected. Integrating AI with existing systems, maintaining the technology, and addressing technical debt from early missteps have all driven up expenses.

Some companies have chosen to build their own AI solutions in-house, believing this route offers greater control. But building custom AI tools is far from straightforward. While modern AI models simplify data science tasks, the operational and engineering complexities remain daunting — diverting resources from core business activities.

For many organizations, the smarter choice is to invest in proven third-party solutions. These tools are designed with pre-built workflows, allowing teams to achieve faster implementation and reduced operational costs.

4. Using AI to drive product innovation

Customer feedback has long been a valuable resource for product teams, but it often goes underutilized. In many organizations, CX insights are siloed, limiting their potential impact on product development. Only 34% of tech companies surveyed in the CX Landscape Report currently use CX data to shape their innovation roadmap, even though such insights could significantly improve products and services.

AI-powered tools like conversation intelligence are changing this dynamic by providing a direct window into the voice of the customer. Instead of relying on traditional surveys or solicited reviews, these tools analyze real customer conversations. The result is a clearer understanding of customer needs, preferences, and pain points. For example, AI-driven analysis can reveal customers’ requests for new features and functionality, and more.

5. Strengthening compliance with AI

Compliance is another area where AI is making significant inroads. For tech companies, adhering to regulations and maintaining quality assurance are critical concerns. However, traditional compliance checks are resource-intensive and prone to human error.

AI-powered conversation intelligence offers a streamlined solution. These systems monitor interactions to ensure compliance with regulations, providing real-time feedback to frontline employees. For instance, if an agent inadvertently uses non-compliant language, the system can alert them immediately, reducing the risk of violations. Post-interaction analysis further supports training and coaching, helping teams improve their adherence to compliance standards over time.

Acting on these trends in 2025

As tech companies navigate ongoing economic challenges, AI provides a way to make the most of limited resources, empowering employees to focus on work that truly matters. By embracing AI, tech companies can turn uncertainty into opportunity, building stronger customer relationships and better products.