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3 minute read
The Brief: RingCentral's 2025 Trends Report, titled The State of AI in Business Communications, provides a detailed overview of the evolving role of AI in business communications. The report draws insights from 625 decision-makers across various industries, focusing on AI adoption, fraud and trust concerns, investment in AI tools, and the return on investment (ROI) businesses are seeing from AI. As AI adoption in business communication grows, organizations are prioritizing its integration into customer interactions, chatbots, and AI support. Looking ahead, companies are expected to increase their AI investments notably in the next few years.
Read full details of the announcement about RingCentral's 2025 Trends Report at ringcentral.com.
RingCentral's 2025 Trends Report Reveals the State of AI in Business Communications
Analyst Perspective: RingCentral’s 2025 Trends Report emphasizes AI’s growing integration into business communications. With 70-72% of companies utilizing or testing AI across key areas, its adoption is shifting from experimentation to full-scale implementation. This trend is particularly evident in customer interactions, where 42% of businesses have already implemented AI. The widespread weekly use of AI tools reflects their growing role in supporting decision-making and improving efficiency in communications.
Source: RingCentralAdoption of AI in Business Communications
RingCentral’s 2025 Trends Report highlights the impressive rate at which businesses are embracing AI in their communication strategies. A notable 70-72% of organizations are either actively using or experimenting with AI across major communication use cases. AI adoption is particularly pronounced in customer-facing roles, with 42% of businesses having fully integrated AI into their interactions. Furthermore, 29% are testing chatbots and other AI-driven support systems. The growing reliance on AI is demonstrated by 88% of businesses reporting weekly usage of AI tools. C-level executives are leading the way, with over 54% using AI on a daily basis. This accelerating adoption signals that AI is becoming a cornerstone of business communication strategies.
Growing Concerns About AI and Trust
As AI becomes more integral to business communications, concerns regarding fraud and trust are also on the rise. The report found that 72% of respondents are worried about AI-generated voice or video fraud targeting their businesses in the next year. This fear highlights a gap between the adoption of AI and preparedness to handle its risks. However, over 86% of business leaders express confidence in their ability to detect such fraud. Despite this optimism, smaller businesses may face challenges in adequately equipping themselves to manage potential fraud, underscoring the need for robust security measures and ongoing training.
Investment in AI Tools Set to Surge
The RingCentral’s 2025 Trends Report reveals that businesses are planning substantial increases in AI investment over the next three to five years. An overwhelming 97% of decision-makers expect their AI budgets to grow, with over a third of them predicting increases of 50-74%. This surge in investment reflects the growing recognition of AI as a critical tool for staying competitive in the market. Companies are focusing their investments on enhancing AI tools that support areas such as voice data analysis, customer service, and automation. This growing financial commitment underscores the belief that AI will drive notable improvements in communication efficiency and customer experience.
The Return on Investment from AI Tools
As businesses invest in AI tools, they are beginning to see tangible returns. The report highlights several benefits from using AI to analyze voice and customer interaction data, including faster resolution times, increased customer satisfaction, and fewer complaints. Nearly all respondents reported at least one positive outcome from implementing AI-driven analysis of conversational data. Looking ahead, 76% of respondents expect AI to improve service quality, and 68% believe it will enhance customer lifetime value. These returns reinforce the growing role of AI in optimizing business communications and delivering measurable improvements in customer engagement.
What Lies Ahead for AI in Business Communications
As AI continues to shape the future of business communications, its potential benefits are clear—faster decision-making, improved customer interactions, and optimized operational efficiency. However, the challenges of ensuring fraud protection and maintaining trust will require ongoing attention. As businesses invest in AI, particularly in voice data analysis and automation, they must be proactive in addressing security concerns and refining AI integration with existing workflows. Looking ahead, businesses that strategically implement AI tools will likely see a strong return on investment, but they must also stay vigilant to the evolving risks and ethical considerations associated with AI adoption. Balancing innovation with caution will be key to unlocking AI's full potential in business communications.
