LiveOps: Prioritizing Quality, Empathy, and Transparency Beyond Speed with AI's Shifting Role in CX
LiveOps — 2025 — Customer Experience
The Liveops 2025 Holiday AI & Customer Service Report highlights a significant shift in consumer expectations, emphasizing the need for quality, empathy, and transparency in AI interactions over mere automation. While AI has become integral to customer service, delivering speed and accessibility, consumers are increasingly dissatisfied with AI that lacks intelligence and empathetic capabilities. The report calls for a strategic pivot towards human-centric AI design to enhance customer experiences and build trust.
Key Statistics
- 78% of shoppers engaged with AI or automation during the 2025 holiday season
- 85% of respondents experienced faster service due to AI
- 54% of respondents stated that humans provided better service than AI
- 69% believe brands should always disclose when AI is being used
- 32% desire less AI usage in customer service next year
Key Takeaways
- Focus AI development on accuracy, contextual understanding, and emotional intelligence to enhance customer interactions.
- Establish a flexible service model that allows seamless transitions between AI and human agents for complex inquiries.
- Implement a policy requiring explicit disclosure when customers are interacting with AI to foster trust.
- Train human agents to leverage AI tools effectively, enhancing their efficiency and service quality.
- Regularly monitor AI performance and customer satisfaction metrics to refine AI models and address customer needs.
Cite as: LiveOps. (2025). LiveOps: Prioritizing Quality, Empathy, and Transparency Beyond Speed with AI's Shifting Role in CX. Retrieved from https://research.agilebrandguide.com/research/liveops-ais-shifting-role-in-cx-prioritizing-quality-empathy-and-transparency-beyond-speed