Key trends 2026:
- Voice-enabled bots for hands-free interactions
- Predictive customer service (AI anticipates needs)
- Unified digital assistants replacing multiple tools
- Seamless govtech integrations (digital IDs, e-signatures)
- Emotion-aware AI for better customer experiences
What's changed since 2024:
- Clients expect conversational AI, not just button-based bots
- Data privacy regulations shaped new automation tools
- Mobile-first is now mobile-only for customer interactions
- Integration ecosystems matter more than standalone features
Simple starting point:
Begin with one pain point → Automate it → Measure results → Expand gradually.
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