The state of AI in business communications: Key insights from RingCentral’s 2025 trends report

Artificial intelligence is reshaping how businesses communicate, both internally and with customers. RingCentral’s latest research report, RingCentral Trends 2025: The state of AI in business communications, provides a comprehensive look at AI’s current role and future potential in the business world. 

Drawing insights from 625 decision-makers across various industries, the report explores four key themes: adoption, fraud and trust, investment, and return on investment (ROI). This report will be updated bi-annually, ensuring it remains a current and valuable resource for businesses navigating the evolving landscape of AI in communications. With each iteration, it will offer fresh insights and trends, making it the go-to reference for understanding the state of AI in business communications.

When we talk about business communications, we’re referring to the various ways organizations interact and exchange information, both internally and externally. This encompasses a wide range of activities, including written correspondence, verbal exchanges, digital messaging, and everyday conversations. Business communications serve to convey important information, build relationships, facilitate decision-making, and drive organizational goals. 

Adoption: AI takes center stage

Businesses are embracing AI at an unprecedented rate. The report reveals that approximately 70-72% of companies are either fully utilizing or experimenting with AI across major use cases. Notably, 42.24% of respondents have fully integrated AI into customer interactions, while 29.44% are testing chatbots and AI support.

Weekly AI usage has become the new normal, with 88% of teams using AI tools at least weekly. C-level executives lead in adoption, with almost 54% using AI every day.

Fraud & trust: A delicate balance

Fraud and trust concerns are growing alongside AI adoption. A striking 72% of respondents believe their business could be targeted by AI-generated voice or video fraud in the next year. Despite this, over 86% express confidence in their ability to detect such fraud. This disparity highlights a potential gap in preparedness, especially among smaller businesses.

Investment: Surging AI budgets

Investment in AI is set to surge dramatically. An overwhelming 97% of leaders anticipate increased spending on AI tools over the next three to five years. More than a third expect substantial increases of 50-74% in investment. This trend underscores the growing recognition of AI as a strategic necessity for staying competitive. 

ROI: Tangible benefits emerge

ROI from AI implementation is becoming increasingly evident. When used for voice data analysis, AI provides a range of benefits, including faster resolution times, improved customer satisfaction, and fewer complaints. Every respondent reported at least one benefit from using AI to analyze conversational data. Looking ahead, 76.48% of respondents expect AI to impact the quality of service, while 68% believe it will affect customer lifetime value. The graph below shows the expected benefits of using AI to analyze phone calls, customer conversations, or voice recordings.

Looking ahead: AI’s expanding role

Key statistics from the report paint a clear picture of AI’s growing importance:

• 88% of teams use AI tools at least weekly
• 81.12% plan to invest in or adopt tools for analyzing voice data within the next 12 months
• 50.72% of leaders believe AI will replace data entry tasks in the next three to five years
• 61.12% of respondents express optimism about AI’s impact on their team’s work

The report also highlights the most valued features in AI tools for analyzing meetings or customer calls. CRM integration, real-time transcription, and automated call summaries top the list, emphasizing the need for seamless integration with existing workflows.

As AI continues to transform business communications, organizations must focus on implementing practical, value-driven solutions that address their unique challenges. By starting with small-scale projects and gradually scaling up, companies can maximize their return on investment and ensure a smooth transition to AI-powered communications.

For a deeper dive into these insights and more, download the full RingCentral Trends 2025: The state of AI in business communications report from RingCentral.

Originally published Jan 13, 2025