Top 2025 Customer Service Trends and Technologies: Agentic AI
April 15, 2025
As we know, AI has transformed not just the contact center industry but all industries. However, that doesn’t mean that all AI experiments have delivered meaningful outcomes.
A recent destinationCRM article interviewed several industry leaders—including Verint’s Dave Singer, global vice president of go-to-market strategy—about how companies are evolving their AI usage to improve customer service.
“AI is still the No. 1 thing that people have talked about,” says Singer. “In the last couple of years, there were a number of AI pilots and experiments, but most didn’t go into production.”
Nobody wants to spend money and time unproductively—so how do companies use AI in a way that delivers real ROI?
According to Singer, successful AI pilots have used excellent large language models for training, were trained on customer service data relevant to the company, and were focused on producing relevant outcomes to support the customer or agent.