Article • 2 min read
Future of CX: Check in on our predictions for 2027 and beyond
The future of CX isn’t some far-flung vision—it’s unfolding in real time and moving at unprecedented speed. The challenge—and the opportunity—is staying ahead of the curve.
최종 업데이트: April 15, 2025
If there’s one prediction we could guarantee, it’s that by 2027, CX will look quite different. And with AI impacting not only the pace, but also the trajectory of change, we’re revisiting predictions we made a year ago to see where we stand, what’s evolving, and what might come next.
Last year, we projected six major shifts that would reshape CX by 2027, including:
Swarms of specialized agents able to collaborate in real time
Human support agents transformed into AI-augmented experts
Chatbots evolving into proactive, agentic AI agents
Voice AI that drives seamless multi-channel conversations
Unified personal AI assistants that act as CX gatekeepers
More dynamic and intelligent self-service options
Over the past year, we’ve been tracking their progress—analyzing the factors that could accelerate these changes or shift them in unexpected ways. Emerging technologies, adoption trends across industries, customer acceptance, and broader market forces all play a role in shaping how and when these shifts take hold.
We placed each of the six predictions on a graph based on how quickly they are progressing and whether or not there are any changes to their original trajectory. As you can see below, most are continuing along a similar trajectory to last year, albeit at varying speeds.
Over the past year, we’ve been tracking their progress—analyzing the factors that could accelerate these changes or shift them in unexpected ways. Emerging technologies, adoption trends across industries, customer acceptance, and broader market forces all play a role in shaping how and when these shifts take hold.
We placed each of the six predictions on a graph based on how quickly they are progressing and whether or not there are any changes to their original trajectory. As you can see below, most are continuing along a similar trajectory to last year, albeit at varying speeds.
Here’s a more detailed look at what we predicted and the current status of each:
1. Swarms of specialized agents able to collaborate in real time
Status: On track, but still early days
Last year, we predicted that by 2027, “swarms” of specialized AI agents would collaborate in real time to deliver frictionless, end-to-end experiences. Picture this: an online shopping experience where AI agents handle everything from dynamic inventory updates to personalized product recommendations—and they all collaborate with fulfillment and logistics systems internally.
While AI agents have seen great success in specialized roles—take fashion retailer Motel Rocks for example, their AI agent is solving 43% of all incoming customer questions—true swarms, where multiple AIs collaborate seamlessly, still remain limited. That’s in large part because companies are strategically prioritizing these single purpose agents right now, setting themselves up for future success, as effective agents are essential for swarms to function well.
Bottom line: The potential for real-time AI swarms is there—and growing with advancements in vital technologies like edge computing and agent networks—yet we are still in the early stages of true collaboration.
2. Human support agents will become AI-augmented experts
Status: On track, and progressing steadily
We predicted that in just three years, AI ‘co-pilots’ would handle the lion’s share of routine tasks, like drafting responses or pulling relative data, all so the human agent can focus on deeper problem-solving and building stronger customer connections.
This partnership between humans and AI got a lot of hype this past year—and with good reason. Teams that have adopted co-pilots are seeing quick returns: efficiency gains and more time to invest in building more genuine connections with customers. That said, not all boats are rising at once. Some organizations have fully integrated co-pilots while others are lagging far behind, or relying on Shadow AI—unapproved AI tools that can raise security concerns.
Bottom line: This shift is well underway, with clear benefits for efficiency and customer experience, but there’s a clear gap forming between companies using co-pilot technology and those that are not. The next challenge is ensuring secure, scalable implementation so that every agent has access to the right AI support.
3. Chatbots will transform into proactive agentic AI agents
Status: On track, and progressing quickly
By 2027, we expected basic chatbots would transform into proactive agents that could act autonomously to resolve customer issues, all while tailoring each individual experience. And this is moving quickly—CX leaders have actively embraced AI Agents and they’ve seen positive returns for their efforts.
In fact, 2025 is shaping up to be the year of the AI Agent, both internally and externally. Zendesk has made major advances in our own AI agent capabilities and there are more to come. We’re already seeing companies using AI agents in innovative ways—as fully integrated shopping assistants, proactive travel planners, and even hiring managers.
Bottom line: AI agents are quickly evolving from reactive chatbots to proactive problem-solvers, driving measurable impact across industries and redefining CX in the process.
4. Voice AI will drive multi-channel conversations
Status: On track, and progressing steadily
Our view that Voice AI will drive natural conversations across channels like text, email, and chat, is not only accurate, but also moving forward just as expected. Voice has long been a favorite channel among customers and they’re getting increasingly comfortable with using Voice AI—in fact, 60% of customers told us they want companies to adopt it.
Many are experimenting with it, but are still trying to work through the details. Ensuring seamless transitions between channels is one area that we expect to be a major focus in the coming years.
Bottom line: Voice AI is gaining traction as customers—and companies—embrace it, but more work is required to fully and seamlessly integrate it across channels.
5. Unified personal AI assistants will be CX gatekeepers
Status: Evolving, and progressing quickly
Just one year ago, we imagined a single, all-powerful AI assistant—something like a personal concierge that could handle everything from brand recommendations to booking your flights. It knows your preferences inside and out and can step in seamlessly wherever needed.
In this early phase of innovation, however, we’re actually seeing many AI assistants emerging, each excelling in different areas. And many can already act autonomously on our behalf, booking dinner reservations, navigating web browsers, or even playing head-to-head in video games. It’s an exciting time—customers aren’t beholden to just one or two choices, and their preferences will determine which personal AI assistants ultimately win out in the market.
Bottom line: Instead of a single, all-knowing AI assistant, we’re moving quickly toward an ecosystem of AI helpers that can act autonomously—reshaping how customers interact with brands and services in the process.
6. Self-service options will become dynamic
Status: Evolving at a steady pace
We initially predicted that self-service would become dynamic and autonomous, serving up real-time AI-generated content—think how-to videos tailored to every customer. Despite the initial hype around what’s known as ‘multi-modal’ content, we’re now seeing a different sort of shift.
Instead of multimodal AI generating unique videos or images, companies are prioritizing advancements like generative search and retrieval-augmented generation (RAG) to deliver step-by-step answers in self service. These changes are still making self-service more intelligent and responsive, just in a different way than initially expected.
Bottom line: The vision of dynamic self-service powered by multimodal AI is still on the horizon, but right now it’s other technological advancements that are taking center stage.
Looking ahead
The future of CX isn’t some far-flung vision—it’s unfolding in real time and moving at unprecedented speed. AI will continue to evolve, expectations will keep shifting, and what feels like innovation now may soon be the norm. The challenge—and the opportunity—is staying ahead of the curve. That means embracing AI’s potential while doubling down on what makes businesses truly competitive: trust, creativity, and the ability to adapt.
