The AI Imperative in Business Communications

Author: Irwin Lazar, President and Principal Analyst

Not available for licensing.

AI is transforming customer and employee engagement through a variety of ways, including the following:

• AI agents can improve customer self-service by taking action based on customer intent, automating workflows, and resolving the issue at hand
• Analytics can improve employee performance by delivering real-time coaching based on inferred sentiment and interaction data
• AI assistants can help humans personalize interactions by delivering contextual information, provide them with next-best actions, advise them on upsell pitches, and summarize the interaction

Through these and other use cases, AI is already delivering measurable business value, as identified in Metrigy’s AI for Business Success: 2025-26 global study of more than 1,100 organizations.

Table of Contents

• AI for Business Success
• AI Before, During, and After Interactions
• The Rise of Agentic Agents
• Consumers Becoming More Open to AI
• Virtual Receptionists
• Leveraging AI to Assist Agents
• AI Enhancing Supervisor Productivity and Performance
• AI Conversation Intelligence
• AI Spending
• Conclusions and Recommendations