It takes time for everyone to transition from old habits to new ways of working with AI.

Some companies prefer to start with human agents handling customer interactions before gradually integrating AI, allowing them to build confidence in the AI's capabilities over time.

AI is increasingly capable of handling transactional interactions, often exhibiting more patience and nuance than humans, which challenges previous assumptions about AI's limitations.

This year, the concept of viewing AI as agentic has gained traction, moving beyond chat-like interactions to more complex, multi-step tasks that AI can perform autonomously.

The AI responding on our behalf feels creepy and unnerving, but we'll get used to it and it will become routine quickly. The business potential for AI in customer service is much bigger than its personal implications.

Incorporating AI into workflows presents challenges, particularly in building trust with users and ensuring that AI helps them progress rather than causing frustration.

The evolution of AI agents will lead to more complex use cases as users gain trust in their capabilities, allowing them to handle more advanced tasks.

As we navigate the advancements in AI, we must address the complexities and emotional responses that arise from these changes, acknowledging that not everything will be positive.

As AI becomes more integrated into daily life, there will be a growing need to ensure that relationships with AI are healthy, emphasizing the importance of understanding user behaviors and values.