AI is rapidly transforming customer experiences, but its success depends on more than just speed and efficiency. According to the Zendesk CX Trends 2025 report, consumer confidence in AI agents is increasingly tied to how engaging, friendly, and human-like these agents feel. The ability to deliver a natural, conversational experience is becoming a defining factor in whether customers trust and adopt AI-driven support.
Businesses leading the way in customer experience (CX) recognise that AI can create meaningful interactions and resolve issues. These companies, known as CX Trendsetters, prioritise human-like AI to enhance customer trust, improve loyalty, and differentiate themselves from competitors.
Our blog post will explore the second trend in Zendesk’s CX Trends 2025 report in more detail. Let’s get into it.
Download the Zendesk CX Trends 2025 Report
Interested in learning more about CX trends? Download the full Zendesk report here.
We also have a live Zendesk demo on our YouTube channel, so you can see these trends in action. Watch here!
Why Human-Like AI Matters
Trust is the foundation of every customer interaction, and AI is no exception. The Zendesk report reveals that 68% of consumers are more likely to trust AI agents that demonstrate human-like traits such as friendliness, empathy, and creativity. As AI becomes a more prominent touchpoint in customer service, businesses must ensure these interactions feel natural and engaging.
Companies at the forefront of AI adoption are already seeing the benefits. CX Trendsetters report 82% AI agent effectiveness, compared to just 33% among those slower to adopt AI. This gap highlights the competitive advantage of businesses actively refining their AI interactions to align with consumer expectations.
The Competitive Edge of Human-Centric AI
Beyond efficiency, AI agents must be designed to create a sense of connection with customers. CX Trendsetters are adopting AI agents at a rate four times higher than CX Traditionalists and are nearly two times more likely to prioritise human-like traits in AI agents. They focus on ensuring interactions feel approachable and responsive rather than robotic. This shift improves efficiency and strengthens customer relationships.
Meeting Consumer Expectations
Consumers expect AI-driven support to feel intuitive and personal. The Zendesk report shows that 61% of customers want AI to deliver more personalised experiences, reinforcing the need for AI agents that understand context and engage in meaningful dialogue.
This demand spans all generations. Millennials lead the way, with 72% valuing human-centric AI, followed closely by Gen X at 68% and Gen Z at 64%. Even among Baby Boomers, 60% recognise the value of AI interactions that feel natural and engaging. This generational consistency signals a shift in how customers interact with brands, making human-like AI an essential investment for businesses looking to stay ahead.
The Path Forward
Companies must rethink their approach to automated customer interactions to remain competitive in an AI-driven world. However, simply implementing AI is no longer enough. Brands must focus on developing AI agents that engage in natural, personable interactions. Prioritising traits like friendliness, empathy, and creativity will be crucial in delivering experiences that build trust and customer loyalty.
AI’s role in CX is rapidly evolving, and businesses that embrace this shift will lead the way in customer satisfaction. Those who fail to adapt risk being left behind in an era where AI isn’t just about automation. It’s about connection.
