The movement towards widespread AI adoption is here. Our 2025 State of Business-Driven Technology Report finds that 68% of businesses plan to increase AI investment in 2025. With AI investments up, our report makes it clear that one type of AI technology is being implemented more frequently. Leading the pack is conversational AI and chatbots, accounting for 58% of AI adoption and ahead of tech like generative AI for code development, predictive analytics, and others. Thanks to an easy implementation process and compelling ROI, it’s not that surprising that organizations are reaching for conversational AI first. Read on to learn more.
How AI-Powered Chatbots Work
Standard chatbots are limited to pre-loaded and pre-written questions and answers and may require users to select from different options to hopefully reach the subject that is most relevant to them. While the intent is to make users feel like they are being helped by a human, traditional chatbots often do not deliver that caliber of experience. Thanks to technology like natural language processing (NLP), AI-powered chatbots can interpret a user’s questions or requests, formulate a response independently, and help with tasks that have historically been executed by customer service representatives. By leveraging tech like machine learning (ML), AI-powered chatbots can scan large databases for relevant information and locate key customer account or order information to better understand and assist.
Low-Hanging Fruit: Easy Implementation & Clear ROI
Spanning across customer-facing and B2B industries, chatbots can be found on countless websites as a quick resource for customers looking to track down information about their orders, reach answers to commonly asked questions, or seek out further assistance. With so many businesses already putting less sophisticated chatbots to use, adding an AI component is not a big lift. By supercharging the capabilities of this customer service tool, businesses are bound to see the results clearly and quickly. Speedy, efficient answers to customer inquiries are more likely to result in happier customers, more conversions, and repeat business. In a slightly more complex use case, AI chatbots can also be leveraged to offer personalized recommendations and to recognize and act on a customer’s specific buying patterns—pushing them closer towards the check out process.
More About AI Adoption
Xcelacore co-founder and partner Mansoor Anjarwala discusses this movement towards widespread AI adoption. Watch his take on this evolution, the challenges it presents, and his advice for businesses looking to move in the same direction.
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