What is CX Trend number 2

Consumer confidence in enterprise AI agents hinges on how engaging, friendly, and human-like these agents become.

Operating as an extension of a customer service team, AI agents should fully embody the brand personality—whether it’s professionalism, warmth, or innovation. By integrating brand values and tone, AI agents can represent the brand authentically and consistently across all customer interactions, from initial queries to complex support. And this is quickly becoming the new expectation: 68% of consumers say they’re more likely to engage with and trust AI agents that exhibit these human-like traits.