The video conferencing platform Zoom. /Courtesy of Reuters

Zoom Communications forecasted on the 23rd that artificial intelligence (AI) will impact the office environment, customer experience, and technology trends in the upcoming year of 2025. Zoom's Chief Product Officer (CPO) Smita Hashim and Chief Technology Officer (CTO) Shayedong Hwang predicted that AI would contribute to strengthening human relationships through personalized feedback and human-like communication.

Zoom explained that this year, corporations and individuals utilizing AI are experiencing greater benefits in collaboration and work productivity compared to those who are not. In particular, it is anticipated that a new generation of employees referred to as "AI natives" will play a key role in enhancing corporations' competitiveness through their natural use of AI. It emphasized that corporations need to establish AI tools as the basic tools for this generation and help them grow into AI ambassadors.

Smita Hashim, CPO, said, "Corporations will leverage AI in hybrid work systems to enhance collaboration between in-person and remote workers, providing a more human user experience through personalized and empathetic customer service." He anticipated that AI agents would provide customers with faster and more personalized solutions, realizing seamless and empathetic customer service.

Shayedong Hwang, CTO, stated that advancements in AI assistants will lead to significant changes in work and daily life, explaining, "AI assistants will play a role beyond simple task automation, contributing to creative idea generation and enhancing productivity." He also forecasted that the technological gap between open-source and closed large language models (LLMs) will narrow, establishing a federated approach of using various models in parallel as a major trend.

With the automation of programming tasks due to advancements in AI technology, the problem-solving capabilities of technical teams are expected to become more critical. CTO Hwang noted, "AI will create environments that require creative problem solving, and as a result, engineering leaders will invest more time in enhancing their teams' soft skills."