AI drives 2025 CX trends, reduces agent burnout: Puzzel survey
OSLO, NORWAY — A new survey from Puzzel highlights artificial intelligence (AI) as a critical tool for shaping the future of customer experience (CX).
Conducted with 1,505 CX leaders across Europe, the survey revealed that 65% of respondents see AI as essential for reducing agent burnout, underscoring its transformative role in modern contact centers.
AI tools address agent burnout and turnover
Contact centers are grappling with high turnover rates and a shortage of skilled personnel. To combat these challenges, CX leaders are turning to AI-powered tools to support agent wellbeing.
According to the survey, AI is increasingly viewed as a solution for reducing burnout while equipping agents with smarter tools and actionable insights.
Frederic Laziou, CEO of Puzzel, emphasized the importance of this shift: “Our survey reveals that they [CX leaders] are not only adopting advanced technologies like AI but also ensuring that empathy, personalization, and agent wellbeing remain at the core of their strategies.”
Personalization at scale: A key priority
The demand for personalized customer experiences continues to grow. Seventy-seven percent of CX leaders identified AI as vital for delivering personalization at scale.
Additionally, 56% believe AI’s ability to detect and respond to customer emotions in real-time will be a game-changer for enhancing customer satisfaction.
These real-time insights enable businesses to craft tailored experiences that meet individual customer needs while maintaining efficiency.
Chatbots and analytics gain momentum
AI-driven chatbots are becoming more advanced and widely accepted by both businesses and customers. Sixty percent of CX leaders expressed confidence in chatbots’ ability to handle complex queries accurately.
Furthermore, 57% noted that customers are increasingly comfortable using chatbots for such interactions.
Conversational analytics is also on the rise, with 68% of leaders calling it essential for smarter decision-making by 2025. These tools provide actionable insights into customer behavior and operational performance, enabling businesses to make data-driven improvements.
The human-AI hybrid model: The future of CX
While automation is revolutionizing efficiency in contact centers, human empathy remains irreplaceable.
Forty-three percent of CX leaders believe a hybrid model—blending AI’s efficiency with human empathy—is the future of customer service. This sentiment is particularly strong among medium-sized businesses (500-999 employees), where 50% of leaders support this approach.
Preparing for a seamless customer experience
Puzzel’s survey provides a roadmap for contact centers aiming to stay competitive in an increasingly tech-driven landscape. By focusing on AI adoption alongside human-centric strategies like agent empowerment and empathy-driven service, businesses can meet evolving customer expectations while building resilient operations.
“The future of CX is about more than just technology,” added Laziou. “It’s about empowering teams, understanding customers, and blending efficiency with empathy to create a seamless and human-centered experience.”
