Here’s the thing about customer service: People don’t want to talk to you.
They just want their problem solved—quickly and painlessly. Messaging makes that possible.
That’s why it’s the number one way people interact with brands. It’s fast, easy, and fits into their day without forcing them to wait on hold or navigate clunky menus.
But what about voice? It’s a different story. A lot of people hate it.
71% of consumers say calling customer service is more stressful than the problem they’re trying to fix. Yet, voice isn’t going anywhere. It’s evolving—getting smarter, faster, and a lot less frustrating.
Messaging continues to reign supreme, but voice is about to get its second act. And as we look ahead to 2025, AI agents are rewriting the rules for how brands connect with their customers.
Messaging is still the MVP of CX
Messaging is unbeatable for one simple reason: convenience.
Customers already spend hours a day texting friends, family, and colleagues. Adding your brand to the mix doesn’t feel like a leap—it feels natural.
Take a moment to think about WhatsApp, Instagram DMs, or even a company’s website chat. AI agents on these channels can resolve customer issues faster than you can say, “Let me check that for you.” They’re on-demand, 24/7, and getting better by the day.
Need proof? In just 8 weeks, Wizz Air revamped its AI-powered messaging system, automating 70% of customer inquiries with a roadmap to hit 90%. Customers now get answers in seconds, freeing up the support team to tackle the complicated stuff. Win-win.
Messaging isn’t just what customers prefer—it’s where brands can scale. A single AI agent can handle thousands of conversations at once. That’s like having a whole team of customer service reps who never clock out.
Voice AI is poised for its moment
Voice gets a bad rap—and for good reason. Talking to a clunky automated phone system can feel like pulling teeth. But it doesn’t have to be this way.
The problem isn’t voice itself. The problem is how brands have been using it. AI agents in messaging have set a high bar for speed and efficiency, and voice is finally catching up.
Imagine this: You call customer support. Instead of an endless menu of options (“Press 1 for billing, Press 2 for...”), you’re greeted by an AI agent that understands your question the first time. It’s fast, it’s accurate, and—dare we say—it’s even helpful.
This is where voice AI is heading. Smarter systems that can pick up on tone, adapt to different accents, and offer real solutions without transferring you to a human for every little thing.
Voice might not dethrone messaging, but it’s carving out a space for itself. Think high-stakes situations: a medical emergency, a financial issue, or anything that requires a more personal touch. Messaging handles the routine while voice handles the emotional.
Automation + humans = better CX
No one wants to talk to a robot that doesn’t get it. But no one wants to wait 20 minutes for a human agent either.
The future of CX isn’t about choosing one over the other—it’s about combining the best of both.
AI agents in messaging are perfect for FAQs, order tracking, and password resets. They’re fast, efficient, and never call in sick. But when things get complicated, customers still need to know there’s a human ready to step in.
It’s a balancing act. Customers expect speed and convenience, but they also want empathy and understanding when it matters most. Brands that get this balance right will win big.
What’s next? 2025 and beyond
The future of AI agents isn’t just about solving problems—it’s about shaping entire customer journeys. Here’s what to expect:
1. AI agents that orchestrate everything
Forget one-off interactions. AI agents will connect every touchpoint—messaging, voice, email, and more—into a seamless experience.
2. Voice gets personal
With advances in natural language processing and emotional recognition, voice AI will move beyond answering questions. It’ll understand customers’ emotions and respond in kind.
3. Personalisation at scale
AI agents will use real-time data to offer tailored solutions. No more generic answers—just hyper-relevant, personalised experiences.
4. Faster problem solving
Complex issues that used to take days will be resolved in minutes. AI will become the backbone of faster, more efficient CX.
5. Smarter human handoffs
When AI hits its limit, the transition to a human agent will be seamless, with all the context already in place.
A better customer experience starts here
Back to that frustrated customer from earlier. Imagine if their issue had been resolved through a single WhatsApp message—or, better yet, a quick call with a voice AI agent that actually understood them.
That’s the future we’re talking about. A future where brands don’t just meet expectations—they exceed them.
AI agents aren’t just tools—they’re game-changers. They’ll handle the repetitive, the routine, and the mundane, leaving your team free to do what they do best: build relationships, solve tough problems, and create loyalty that lasts.
The question isn’t whether AI agents are the future. The question is: Are you ready to make them part of yours?
