With advancements to Workspace, including agentic AI, enhanced writing tools, and new audio and video capabilities, Google strengthens its position in enterprise collaboration.

Google held its annual Cloud Next customer, partner, and analyst conference from April 9-11 in Las Vegas. This year’s event, as one could easily guess, was heavy on AI as Google seeks to leverage its Gemini AI models and apps to differentiate itself in a crowded and rapidly accelerating AI marketplace. With its announcements, which include many new AI features, Google strengthened its already strong position in the enterprise collaboration space, but it remains to be seen if Google will finally bring a robust voice capability to Workspace.

Google Workplace Brings AI to Creation and Collaboration

Within Workspace, Google’s announcements enable the use of AI for a variety of use cases. Examples include:

All of these capabilities will roll out over the rest of the year.

Evolving Customer Experience Suite

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Proactive customer service can help businesses keep customers more engaged, yet tools to support the strategy might cost more than CX leaders are willing to spend.

A major role of AI in CX has rapidly emerged: better proactive outreach.

In fact, 69% of companies expect customer service to shift from mostly inbound to mostly proactive outreach by 2027, according to Metrigy’s “Customer Experience Optimization 2024-25” global study of 544 companies. AI can identify at-risk customers who stay with the company after a proactive phone call or email to address issues. It can also identify candidates for a new product or service, enable proactive SMS or email outreach, and analyze responses so that organizations know where to adjust.

At this year’s Enterprise Connect conference in Orlando, Fla., a panel of experts shared advice and best practices for proactive outreach. Panelists included Luiz Domingos, Mitel’s CTO and head of large enterprise R&D; Davor Golac, Amazon Connect’s general manager; Mike Harakal, Five9’s head of revenue execution solutions; and Lori Anne Pollock, Verizon Business’s senior director of product management for global VoIP and cloud CX/UC.

Challenges of proactive customer service

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Has customer service gotten worse? Customers and businesses disagree on the answer to that question.

As many organizations begin to increase their spending on CX and AI, customer service leaders must invest in improvements for customer service.

The trouble is that CX leaders may not align their technology strategies with customers’ expectations, according to Metrigy’s “Customer Experience Optimization 2024-25 — Consumer Views” research study of 502 U.S. consumers. These customer service gaps were a major topic at this year’s Enterprise Connect conference in Orlando, Fla.

Has customer service gotten worse?

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When tackling AI security issues, enterprises should minimize shadow IT risks, establish an AI governance council and train employees on the proper use of AI tools.

For the second consecutive year at Enterprise Connect, I moderated a panel discussion about generative AI security and compliance. This year’s panel featured speakers from ChoiceTel, Google, Theta Lake and Zoom. Speakers brought a variety of perspectives as consultants, former chief information security officers and technology providers. This year, some key themes emerged.

Balance security, compliance and usability

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Based on the global AI for Business Success 2025-26 research study with 1,100+ companies, Metrigy CEO shares our latest findings on everything from the AI Center of Excellence, interaction analytics, prompt engineering… and so much more!

Artificial intelligence (AI) is rapidly becoming a game-changer for businesses worldwide, with organizations increasingly integrating AI solutions to streamline operations, improve customer experiences, and make more informed decisions. Metrigy’s latest AI for Business Success: 2025-26 research sheds light on the current state of AI adoption, emerging trends, and the challenges companies are facing as they navigate this evolving landscape.

A key trend identified in the study is the growing interest in “agentics,” a term that refers to AI capable of adaptive decision-making. While only about half (52%) of businesses are familiar with the term, it’s clear that agentic AI is becoming an area of increasing interest. However, many companies are still more comfortable with traditional, task-specific AI applications, which are often used for specific functions rather than making complex decisions. In fact, 64.5% of businesses still find more value in AI that handles functional, task-oriented prompts, as opposed to using agentic AI to make adaptive decisions. While agentic AI is recognized for its potential, businesses seem to be taking a more cautious approach, preferring to first use AI for specific tasks before fully embracing its more dynamic capabilities.

Interestingly, most companies are not planning to rip and replace their existing AI systems but instead look to complement them with agentic agents. A substantial 72.9% of organizations intend to use these new AI agents alongside their current tools and assistants, building on their existing AI infrastructure. This hybrid approach reflects a preference for gradually enhancing capabilities, rather than overhauling systems entirely. The most promising applications of agentic AI, according to the study, are in IT and customer service—two areas that are ripe for improvement through AI. In IT, agentic AI could assist with managing infrastructure or security, while in customer service, it could provide more personalized and efficient support to customers, ultimately improving the overall experience.

Generative AI, another major topic of focus, is being hailed as a “game changer” by 48.5% of companies. The ability of generative AI to create content, automate processes, and offer advanced decision-making support is accelerating AI deployment across industries. However, with this new power comes new risks. Data privacy remains a top concern for many businesses, with 45.6% of respondents identifying it as their biggest challenge when adopting AI technologies. The collection and processing of vast amounts of data can expose sensitive information, so businesses are prioritizing robust privacy measures to protect customer trust and ensure compliance with regulations.

To address the challenges and maximize the benefits of AI, many companies are focusing on training their employees in the proper use of AI tools. In fact, 74% of the Research Success Group ensures their employees are educated on the responsible use of Large Language Models (LLMs) to safeguard intellectual property. With 60% of companies using two or three LLMs, businesses are increasingly relying on multiple platforms to meet their needs. When selecting LLMs, speed of response and data privacy are the top criteria, highlighting the importance of efficiency and security in today’s fast-paced business environment. Microsoft, Google, and OpenAI are the dominant platforms in use, with Google emerging as the preferred choice for the Research Success Group.

Looking ahead, businesses are also preparing for a future where AI assistants will play an even larger role in daily operations. By the end of 2025, nearly half of companies (48.7%) expect AI assistants to be able to make calls on behalf of a human, marking a significant step toward more autonomous AI systems. The concept of AI master agents is also gaining traction. These advanced AI systems will manage and assign tasks to sub-agents, allowing for more sophisticated and coordinated AI deployments within organizations. By the end of 2025, 32.6% of companies plan to use AI master agents, with that number expected to grow to 34.4% by the end of 2026.

As businesses continue to explore and adopt AI technologies, the landscape will likely continue to evolve. While many are still in the early stages of integrating agentic AI and generative models, the promise of more intelligent, adaptive systems is clear. The shift toward complementing existing AI tools with more dynamic solutions, combined with the focus on employee training and data privacy, will set the stage for more effective and responsible AI deployments in the coming years. With rapid advancements in AI technology, businesses that remain agile and forward-thinking will be well-positioned to lead in the next era of AI-driven success.

As we head deeper into the age of artificial intelligence, the adoption of AI in businesses continues to accelerate at an unprecedented pace. Every year, Metrigy provides a comprehensive analysis of how companies are leveraging AI to drive success, and our latest study, AI for Business Success: 2025-26, brings to light some fascinating insights. This year’s research offers an updated look at how AI is transforming business operations, where companies are seeing tangible results, and what’s on the horizon for the next few years.

  1. AI Technologies That Drive Business Metrics

The study reveals that certain AI technologies are showing clear results in enhancing business metrics. AI tools such as machine learning algorithms, natural language processing (NLP), and predictive analytics are leading the way in improving key performance indicators (KPIs) across industries.

  1. AI and Customer Insights: A Revolution in Understanding Consumer Behavior

Understanding customers better is a major priority for businesses, and AI is at the forefront of this transformation. Metrigy’s study highlights how companies are using AI to unlock valuable customer insights, especially through the use of AI-powered surveys and sentiment analysis. These AI tools not only analyze direct feedback but also infer sentiments from interactions, providing businesses with a more accurate, 360-degree view of customer preferences. This is particularly beneficial for fine-tuning marketing strategies, improving product offerings, and delivering personalized experiences.

  1. AI’s Impact on Revenue: Cost Savings and Profit Generation

A critical question for many businesses is whether AI investments are truly paying off in terms of cost savings and revenue generation.   For instance, AI-powered tools are enabling businesses to tap into new markets, optimize pricing strategies, and create smarter products and services. Overall, businesses that are strategically integrating AI seem to be reaping financial rewards, though the level of return varies based on industry and application.

  1. Real-World AI Use Cases Generating Success

One of the most exciting findings of this year’s report is the increasing number of real-world use cases where AI is delivering success. From predictive maintenance in manufacturing to AI-driven marketing campaigns and chatbots in customer service, businesses across sectors are reporting positive outcomes. For example, some companies have implemented AI-driven chatbots to reduce response times in customer service, which has directly translated to improved customer satisfaction and loyalty. Other firms are using AI to streamline supply chain operations, resulting in cost savings and faster delivery times.

  1. AI’s Impact on Different Employee Groups

AI isn’t just transforming business processes—it’s also impacting the workforce in various ways. Metrigy’s study provides a detailed look at how AI is affecting different employee groups, particularly in contact centers, sales, and marketing. In contact centers, AI is assisting both supervisors and agents by automating routine tasks, offering real-time insights, and enhancing the customer experience. Meanwhile, in sales and marketing, AI is playing a pivotal role in targeting the right audiences and personalizing messages, which in turn is improving conversion rates and sales performance.

Interestingly, the research also highlights that AI is not necessarily replacing human jobs but rather augmenting them. Employees are increasingly working alongside AI systems, focusing on more strategic and creative tasks while allowing AI to handle the repetitive and time-consuming work.

  1. What’s Working Now and What’s Coming in the Future

When it comes to the practical applications of AI, Metrigy’s research emphasizes that while AI tools are delivering impressive results today, there’s still much to come. The technologies that are performing best right now include customer service automation, predictive analytics, and data-driven decision-making tools. Looking forward, we expect to see rapid advancement, including AI-driven personalization at scale, advanced robotics, and further advancements in NLP that will revolutionize how businesses interact with customers.

  1. AI and Staffing Decisions: Boosting Productivity and Efficiency

One area where AI is having a significant impact is in staffing decisions. AI tools are being used to optimize hiring processes by analyzing large volumes of data to identify the best candidates. Additionally, AI is enhancing employee productivity by automating repetitive tasks, providing actionable insights, and freeing up workers to focus on more impactful and high-value activities. This shift is enabling businesses to get more out of their teams while reducing burnout and turnover.

  1. Decision-Makers and Organizational Changes for AI Integration

As AI becomes more integral to business success, companies are increasingly making decisions about which AI tools to implement and how to organize teams at the executive level. Metrigy’s research identifies a growing trend of businesses restructuring their leadership teams to focus more on AI initiatives. Many organizations are appointing Chief AI Officers (CAIOs) or forming dedicated AI center of excellence teams to oversee the deployment and integration of AI technologies. Additionally, cross-functional collaboration between departments like IT, data science, and business operations is becoming the norm in AI decision-making.

  1. Enterprise-Wide AI Strategy: Who’s Running It?

Another key takeaway from the study is that an enterprise-wide AI strategy is becoming increasingly important. Metrigy’s findings show that companies with a cohesive, company-wide AI strategy are more likely to realize significant business value from their AI investments. These strategies are often led by a senior executive team or a dedicated AI leader who can guide the organization through the complexities of AI adoption. This approach ensures that AI initiatives align with the company’s overall business goals and are implemented effectively across all departments.

Conclusion: The Future of AI for Business Success

Metrigy’s AI for Business Success: 2025 study underscores the transformative potential of AI in today’s business landscape. While challenges remain—such as the need for clear strategies, skilled personnel, and proper integration—the opportunities AI presents for enhancing business performance, improving customer experiences, and increasing productivity are undeniable. As companies continue to invest in AI, the landscape will only become more exciting, with new technologies and use cases driving innovation.

For businesses that are looking to stay ahead of the curve, the key will be not just adopting AI, but doing so strategically—building AI capabilities that are aligned with their goals, improving their customer experiences, and driving measurable business success.

Even customer service agents in the contact center often have upsell quotas. AI provides transformational value for boosting sales.

In the customer experience (CX) world, we hear regularly about how AI is helping companies better serve their customers. We don’t hear as much about how it helps them sell to their customers.

AI for sales is poised to explode – for good reason.

Perhaps the most compelling reason is illustrated in the actual success metrics from Metrigy’s recently released AI for Business Success 2023-24 global research study of 697 companies. Among the 34% of companies using agent assist, 54.1% cited sales increase as a benefit provided by AI. Those companies using agent assist saw a 35.6% boost in sales – not too shabby. What’s more, 70.4% of our research success group (those with higher-than-average business metric improvements through the use of AI) said agent assist increases sales, versus only 47.9% of the non-success group.

Yes, agent assist also improves customer satisfaction scores, slows agent attrition, and reduces average handle time. But actually attributing sales increases to AI? That’s golden.

AI’s adoption in outbound contact centers or even with outside sales teams makes sense. But its use is now spreading to less likely places.

The use of AI is especially fruitful in traditional inbound contact centers where customer service representatives at 54% of companies now must adhere to upsell sales quotas, along with their service key performance indicators (KPIs). Indeed, customer service agents’ jobs are getting harder with bots handling the easy questions, so one way agents can increase their income is through earning previously unavailable sales commissions. AI simply makes this plausible now.

How Companies Use AI for Sales and Service Teams

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For some business leaders who have difficulty finding and retaining contact center agents, AI has stretched an existing workforce. Other leaders have been able to cut their contact center staffing.

One of the biggest selling points of artificial intelligence (AI) is cost savings—and that savings involves automating functions that humans previously handled. In the contact center, AI cost savings translates into compensation reduction, as agents become more efficient with interactions that aren’t handled independently by bots or self-service.

AI’s impact on staffing affects new hires and existing employees—in both negative and positive ways, depending on your position. In Metrigy’s AI for Business Success 2024-25 global research study of 697 companies, we have found the following:

For business leaders looking for technology to drive cost efficiencies, AI is doing its job. For example, average handle time dropped by an average of 29.5% with the addition of agent assist, while each supervisor saves nearly two hours per week when AI helps with scheduling and capacity planning.

In addition to making agents and supervisors more efficient, AI-enabled self-service also is automating customer interactions so fewer even require live agent attention.

More than 80% of companies are increasing their AI spending in 2024, and the top reason, cited by 75.4% of those companies, is that they recognize the efficiencies AI brings. They’re investing in the technology—a move that is reducing total compensation for 37.8% of companies. That means lost jobs and fewer new hires in the contact center for many companies.

Filling the Staffing Gap

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