Conversational AI: what to expect from chatbots and virtual assistants in 2025?

All about Artificial intelligence

Looking at the incredible advancement of artificial intelligence (AI) between 2023 and 2024, it is to be expected that this technology will continue to develop very quickly in 2025, especially in specific fields. Conversational AI is certainly one of them.

This category of AI covers tools such as chatbots or virtual assistants, which simulate human interactions with users through texts or audio. With these solutions, different businesses can use the resources to, for example, optimize customer service and automate digital communication processes.

And not only can they, but many have already done so. The “Panorama of Messaging in Brazil”, conducted by Mobile Time and Opinion Box, revealed that 89% of Brazilian WhatsApp users have already been served by robots. Furthermore, according to Octadesk’s “CX Trends 2024” yearbook, only 9% of connected people in the country have never interacted with a chatbot.

read more

More humanized interactions Assistants like Siri, Alexa and Google Assistant are already capable of performing simple tasks such as setting reminders, playing music and providing information. However, the future of Conversational AI goes far beyond these functions: the focus is on making it more intuitive, intelligent and empathetic.

Companies like Microsoft and others are following the path of implementing AIs natively to their operating systems, so that the interaction between man and machine becomes increasingly natural, something similar to what fiction brought us in 2014 with the film “Her”, by Scarlett Johansson.

With interaction histories and learning based on user behavior, these tools will be able to recognize emotional nuances, allowing for more personalized and effective exchanges.

Imagine an AI that, during an audio conversation, detects emotions through tone of voice or choice of words. If you notice tension, you could adapt your response to be more understanding and even suggest solutions to alleviate the situation. If you detect a good mood, the responses can reflect this emotional state, making the interaction more natural and pleasant.

Furthermore, by knowing the tools, anyone will be able to change advanced system or application settings with just voice interaction, as if they were asking a question or making a request to a technical specialist.

New perspective of adaptability For Conversational AI to truly reach this level of humanization and knowledge, companies are investing in Natural Language Processing (NLP). This is essential, as cultural aspects, such as slang, regional expressions and ambiguities, are fundamental to building more realistic and relevant interactions.

The potential of this technology is not limited to language: it will be able to offer multichannel experiences, ensuring continuity between devices and platforms. A user can, for example, start a conversation with a chatbot on their cell phone and continue on their computer without interruptions or loss of context.

Ethics above all Because we are talking about potentials that are highly connected with the nature of real people, we can never fail to add that the advancement of Conversational AI – as well as any other technology – needs to happen ethically. The collection of sensitive data, such as emotions and behaviors, requires companies to understand the importance of the topic they are dealing with, using responsible and clear usage guidelines.

Thus, the long-awaited integration between humans and machines will happen in a smoother and more enriching way than many imagine. And when I say quiet, it doesn't mean it won't be full of innovation and valuable experiences.