Enterprises Embrace AI for Enhanced Collaboration and Customer Interaction: ISG Report

Enterprises are adopting AI for enhanced collaboration and customer interaction. Microsoft, Oracle, and Infobip are top leaders in ISG's 2025 Buyers Guides for Collaborative AI. By 2028, automated systems are predicted to handle two-thirds of customer interactions, significantly elevating productivity. AI is transforming communication platforms, evolving beyond basic chatbots to include tools like AI meeting assistants.

Enterprises are increasingly adopting AI to enhance collaboration and customer interaction, according to a recent report from Information Services Group (ISG). The 2025 Buyers Guides for Collaborative AI and Communication, released by ISG, highlights the transformative role of AI in modernizing enterprise communications and collaboration.

The report identifies Microsoft, Oracle, and Infobip as top leaders in AI-driven collaboration tools. Microsoft, in particular, stands out as the overall leader in multiple categories, including Collaborative AI Platforms and Suites, Collaborative AI Suites, and Conversational AI for CX. Oracle and Infobip also demonstrate exceptional performance, with Oracle leading in AI Agents and Conversational AI for Workforce, and Infobip taking the top spot in Communication Platforms.

By 2028, ISG predicts that automated systems will handle two-thirds of customer interactions, significantly elevating productivity. This shift is driven by advancements in conversational AI, which is moving beyond basic chatbots to include sophisticated tools like AI meeting assistants that can perform real-time language translation. These AI-powered enhancements are revolutionizing question-and-answer interactions, making it easier for both workers and customers to access relevant information.

The report also notes that many enterprises are seeking integrated and intelligent tools to support effective collaboration across multiple locations. The use of agentic AI with communications and collaboration software is expected to grow, with ISG predicting that one-fifth of enterprises will adopt this technology by 2027. This trend is part of a broader shift towards more automated and intelligent communication platforms.

The ISG Buyers Guides™ provide valuable insights into the AI landscape, helping enterprises understand, assess, and select software providers to build and execute effective AI strategies. The guides evaluate software providers across various categories, including AI Agents, Collaborative AI Platforms and Suites, and Conversational AI for CX, among others.

In conclusion, the adoption of AI in enterprise collaboration and customer interaction is accelerating, driven by advancements in conversational AI and agentic AI. The ISG Buyers Guides™ offer a comprehensive resource for enterprises looking to leverage these technologies to enhance productivity and customer engagement.

References:
[1] https://finance.yahoo.com/news/ai-revolutionizing-enterprises-collaborate-isg-140000111.html