Justin Newell, Chief Executive Officer of the Software Company, INFORM North America.
Forget fancy chatbots—2025 will be about AI that gets embedded deep into a company’s DNA. This new wave of process optimization isn’t about simple automation; it’s about intelligent decision making, self-directed AI agents and natural language search that will revolutionize how one finds information.
Based on our research at INFORM, I believe four key trends will transform businesses, and embracing them is critical for survival in the new digital age. Embedding AI into business processes will become a critical success factor in areas such as decision making, process automation, workforce management and utilization and customer interaction. In particular, developments in decision intelligence, semantic search and agentic AI open up new opportunities to significantly improve the efficiency and flexibility of critical business processes.
The Increasing Rise Of AI-Driven Organizations
The first of these trends targets how we embed AI into processes via automated decision intelligence and process mapping. The targeted use of artificial intelligence to optimize business processes is gaining significant momentum. The industry is on the cusp of a transformation that goes far beyond the simple use of AI-powered chatbots in the customer experience.
Companies will strategically integrate AI into mission-critical processes, such as logistics or manufacturing, to improve quality and optimize workflows. This is where the true yet untapped potential of business AI applications lies. A key term here is decision intelligence, in which AI technologies for optimizing business processes will enable faster, more accurate decision making at the operational and tactical levels. An even more powerful level of AI tools will emerge, empowering users to operate more cost-effectively, efficiently and with greater flexibility when operational plans or forecasts do not go as planned.
Unlocking Business Potential With Agentic AI
Agentic AI, which can be part of autonomous AI systems, is the second key trend expected to be at the forefront of the AI transformation. The deployment of agentic AI—advanced AI systems that act as “agents” capable of independently handling specific tasks, solving problems or even pursuing goals—is certainly a promising innovation.
Agentic AI will be seen in all kinds of automation applications, especially the coordination of different software systems or applications to manage complex processes. Research is also underway to develop AI agents that can read user interfaces and autonomously control processes. This innovation enables an entirely new level of connectivity between systems and applications. Such agents could, for example, support managers with any strategic issues they face by processing data, quickly mining data, preparing decisions or proposing solutions to complex problems.
Companies with larger amounts of software developers could use agentic applications to help create interfaces when capacity restrictions limit development activities. It is recommended to start with a small-scale pilot project to test the feasibility and effectiveness of an agentic AI application, as well as continuously monitor and iterate based on the results. In addition to focusing on creating a positive user experience and clear communication, ethical implications, such as data privacy and algorithmic bias, should also be considered.
The Power Of Semantic Search
The third key trend is the use of semantic search in business contexts. From traditional search result lists to direct, natural-language responses, the way we search for information is fundamentally changing. This trend, already familiar to many in everyday life, will soon enter the business world.
Search engines based on large language models no longer search for keywords but instead provide well-articulated answers within the semantic context of a query—as demonstrated by new AI-powered search engines like Perplexity.ai. Businesses will soon adapt to using AI-powered tools to search documents and databases quickly and accurately. In the near future, we can expect to see powerful enterprise search solutions that rely on semantic indexing of data and can be operated effortlessly via voice commands.
Semantic search is poised to revolutionize how businesses access and use information. By understanding the meaning and context of a query, rather than just matching keywords, semantic search engines can provide more accurate and relevant results. Employees can quickly find the information they need, leading to increased productivity and improved decision making. Customer service experiences are enhanced as customers can easily find answers to their questions through self-service portals.
Furthermore, semantic search can break down information silos within an organization, fostering better collaboration and knowledge sharing. While challenges like data quality and implementation costs exist, the potential rewards of improved efficiency, enhanced customer satisfaction and deeper business insights make semantic search a critical technology for businesses to embrace.
Human-Computer Interaction Through Language
The fourth trend comprises the use of natural language interfaces (NLIs), which have begun to set new standards. NLIs allow users to interact with computers and machines using human language, such as speech or text. This revolutionary approach enhances user experience by reducing cognitive load, improving accessibility and streamlining interactions.
NLIs have diverse applications across various sectors, including customer service, sales and data analysis. The advancement of natural language interaction, led by technologies such as ChatGPT’s Advanced Voice Mode (AVM), will become more ubiquitous. Voice-based software control will fundamentally change how we interact with computers and machines. In the future, this innovation could become the standard method of operating mobile devices and desktops—even for the management of complex business software or manufacturing processes.
Embracing “Digitalization 2.0”
AI technologies are becoming an integral part of software, heralding “Digitalization 2.0.” Beyond marketing, translation and programming, AI will increasingly automate process planning, control and optimization. AI solutions will differentiate themselves through industry-specific applications. Companies embracing AI trends will not only boost efficiency but also gain a competitive edge in the digital future. The focus on specialized AI, agents, new search and natural language interfaces holds immense potential. “Digitalization 2.0” is upon us, and those embracing its transformative potential will lead the way on the customer journey.
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