The year of AI Productivity

As 2024 draws to a close, it feels like the perfect time to reflect on the past year and share some thoughts on what lies ahead for 2025.

2024 has been a fantastic year for Boost.ai, filled with growth, innovation, and exciting milestones that have set the stage for an even brighter future.

A lot of companies have faced challenges with CX projects that fail or underperform. Sometimes the root cause lies in technology issues; other times, the problem is a lack of preparedness among the people involved. It's crucial to remember that no matter how advanced your technology is, progress won't happen unless your team is fully on board.

Wishing everyone a Merry Christmas and a Happy New Year! Let’s make 2025 extraordinary. 🎅🎉

Predictions for 2025

1. LLM Capabilities Will Plateau

Large Language Models (LLMs) have been at the forefront of AI innovation, but their capabilities are beginning to level out. To sustain growth and value, LLMs will need to be integrated with other technologies, such as symbolic AI. This hybridization will be key to addressing complex, real-world challenges that LLMs alone cannot solve.

2. The Decline of Homegrown LLM Solutions

Many organizations entered 2024 with optimism about building in-house LLM solutions, assuming it was a straightforward process. However, they quickly discovered the high costs and complexities of maintaining these systems. In 2025, we’ll see a significant shift as companies move away from homegrown models in favor of leveraging established, external solutions that are more scalable and cost-effective.

3. The Rise of AI Agents

If you haven’t yet heard the terms “AI Agents” or “Agentic AI,” you certainly will in 2025. The market is witnessing a surge in vendors rebranding their offerings under these terms, sometimes merely repackaging older, rule-based systems. However, I’m optimistic about the emergence of truly advanced AI Agents that deliver real value. After years of underwhelming chat and voice bot implementations, this rebranding signals a much-needed refresh—one that could finally elevate user experiences and outcomes.

4. A Hybrid Approach Remains Vital for Regulated Industries

For organizations in regulated sectors, going 100% GenAI isn’t feasible. A hybrid approach that combines various technologies is not just ideal but essential. Generative AI isn’t always the right tool for the job; in some contexts, it’s overkill, cost-prohibitive, or ineffective. At Boost.ai, eight years of experience have underscored that foundational technologies remain critical for delivering successful outcomes—and that’s a lesson the industry will embrace more fully in 2025.

5. Safeguarding Against Bad Actors

As generative AI becomes more prevalent, so too do the risks associated with its misuse. End-users will experiment with these solutions—sometimes in ways that are unexpected or malicious. Bad actors may attempt to exploit AI systems, causing them to generate inappropriate or incorrect responses. Strengthening safeguards against these threats will be a top priority in the coming year.

6. The Growing Importance of Customer Experience

Customer experience (CX) will be even more critical in 2025 than it has been before. The ability to seamlessly connect to backend systems and execute transactions in a meaningful, human-like manner will define success. As customer expectations evolve, organizations will need to ensure their AI solutions are not only functional but also empathetic and engaging.

Let’s embrace the opportunities and challenges of 2025 together. It’s going to be a transformative year for AI and the industries it touches. Cheers to innovation and growth! 🎉🍾