Top 9 AI Workspaces for CX in 2025

AI workspaces are becoming the operational backbone for faster and smarter customer support. Across industries, CX leaders are racing to adopt AI-driven workspaces. A Gartner survey found that 85% of customer service leaders plan to explore or pilot customer-facing conversational generative AI in 2025.

That shift is already changing how queries are handled.

A ZDNET report estimates roughly 30% of service cases were resolved by AI in 2025 with AI resolution expected to hit 50% by 2027.  It’s a clear signal that the best AI workspaces will shoulder more of the routine work while humans focus on complex issues.

Industry analyses report sizable gains in agent productivity and customer outcomes when AI assists front-line teams, including enhanced handling times and issue-resolution rates.

In this blog, we’ll highlight the top 9 AI workspaces for CX in 2025, show what criteria to use when selecting one, and provide insights into how each platform drives value. If you’re looking to upgrade your current setup or adopt your first AI-workspace for customer experience, you’ll find guidance and practical examples to guide your decision.

Why CX Teams Need AI-Driven Workspaces

CX teams are working under immense pressure. Unfortunately, traditional support setups can’t keep pace with rising customer expectations and increasing talent shortage. 

Call centers face over 30-45% of turnover and find it hard to hire experienced support staff (Outsource Accelerator).

That’s exactly where AI-driven workspaces steps in to make a strategic difference. They automate high-volume and low-complexity tasks (like routing, FAQs, prepping knowledge, etc.) so your human agents spend their time on meaningful interactions.

According to Genesys, 62% of organizations already use AI to improve agent efficiency by reducing training time and helping agents find answers faster.

The best AI workspaces deliver real operational advantages, such as faster responses, consistent service, deeper customer insights, and much more. Teams using AI saw customer sentiment ratings climb by more than 50% (TechTarget)

If you’re serious about elevating CX, it’s time to prioritize AI workspaces because they turn support challenges into opportunities for meaningful customer service.

Quick Comparison: Top AI Workspaces for CX at a Glance

This table gives you a clear snapshot of what each tool brings to the table so you can see which AI-driven workspace fits your team’s needs adequately.

Top 9 AI Workspaces for CX

The AI workspace market has exploded, but not every tool fits every CX team’s needs. Some shine at automation, others at collaboration or data intelligence.

To help you cut through the noise, here’s a closer look at the best AI workspaces redefining customer experience in 2025.

1. NotebookLM

NotebookLM is an AI-powered research assistant that transforms notes and web content into structured and searchable knowledge bases. Integrated with Google Workspace, it supports collaborative learning and content creation.

Why It’s a Smart AI Workspace for CX?

CX teams can utilize NotebookLM to centralize customer insights, training materials, and support documentation for efficient knowledge sharing.

Key CX-Focused Features

• Easy access to content across various platforms.
• AI-driven summarization and content generation.
• Insightful data visualization.

Best Use Case

Best suited for CX teams seeking to streamline knowledge management and enhance internal training processes.

G2 Ratings: 4.9

2. Perplexity

Perplexity is an AI-driven workspace designed for research and insights, offering real-time web data and answers. It enables users to transform prompts into projects and charts swiftly.

Why It’s a Smart AI Workspace for CX?

CX teams can use Perplexity to quickly gather and analyze market trends and competitor data for informed decision-making.

Key CX-Focused Features

• Automated data processing and visualization.
• Access to diverse data sources.
• Advanced analytical tools for deep insights.

Best Use Case

Ideal for CX teams needing rapid, data-driven insights to enhance customer strategies.

G2 Rating: 4.6

3. Claude

Claude is Anthropic’s conversational AI workspace built for instructive dialogue. It’s strong at long-context tasks and document understanding.

Why It’s a Smart AI Workspace for CX?

Claude can assist CX teams in automating customer interactions and generating personalized responses. It shines when you need nuanced replies that stay on-brand and compliant.

Key CX-Focused Features

• Handles long threads and knowledge docs so agents don’t lose context.
• Built-in guardrails reduce non-compliant outputs (useful for regulated industries).
• Plugs into company knowledge bases for accurate answers.

Ideal Use Case

Perfect for CX teams who want to improve customer engagement through AI-driven conversations.

G2 Rating: 4.4

4. Gemini

Gemini (Google’s suite) pairs advanced multimodal models with tight Google ecosystem hooks. It’s great for multimodal inputs and predictive modeling.

Why It’s a Smart AI Workspace for CX?

It’s powerful when you want custom predictive experiences (think next-best-action or visual issue diagnosis) and coherent integration with Drive, Workspace, and BigQuery.

Key CX-Focused Features

• Handle screenshots, voice, and text in one flow.
• Surface proactive outreach suggestions based on signals.
• Enrich tickets with product metadata automatically.

Best Use Case

Enterprises needing multimodal customer support (images/voice) and deep pipeline integration with Google Cloud data.

G2 Rating: 4.4

5. Microsoft Copilot

Copilot embeds AI across Microsoft 365 to co-pilot daily workflows. It drafts custom responses and even surfaces CRM context inside Microsoft Outlook and Teams.

Why It’s a Smart AI Workspace for CX?

If your organization already runs on Microsoft, Copilot reduces friction. Agents get suggested replies, prioritized tasks, real-time context, and much more without leaving their native apps.

Key CX-Focused Features

• Contextual CRM pulls that instantly show customer details and account history from Dynamics 365 or Outlook.
• Adaptive response templates that are tailored to customer tone.
• SLA nudges for built-in alerts for tickets approaching SLAs.

Best Use Case

Microsoft-centric teams that want a low-friction AI layer across daily tools and tighter CRM automation.

G2 Rating: 4.4

6. Slack AI

Slack AI brings lightweight agenting into conversations with auto-summaries, task routing, and mini-apps that act on signals inside channels.

Why It’s a Smart AI Workspace for CX? 

It shortens the loop between frontline agents and specialists. Its fast triage with instant context sharing and embedded actions makes cross-functional support feel immaculate.

Key CX-Focused Features

• Auto-summarize and surface next steps from long threads.
• Convert messages into tickets or tasks instantly.
• Bring ticket context into huddles with one click.

Best Use Case

Distributed CX orgs that prize speed and collaboration over heavyweight ticketing systems.

G2 Rating: 4.5

7. Kore AI

Kore AI is an enterprise bot and orchestration platform. It primarily focuses on building enterprise-grade conversational experiences across multiple communication channels.

Why It’s a Smart AI Workspace for CX?

It’s engineered for scale and compliance. Bots handle routine volume, and the handoffs are smooth. The platform supports advanced routing and conversation lifecycle orchestration.

Key CX-Focused Features

• Low-code bot builder, rapidly create and iterate chatbots.
• Conversation lifecycle tracking and full audit trail for regulatory use.
• Channel parity controls to ensure consistent behavior across web, voice, and messaging.

Ideal For

Large enterprises needing enterprise-grade bots with heavy compliance, IVR, and channel orchestration needs.

G2 Rating: 4.7

8. ServiceNow Employee Center

ServiceNow Employee Center unifies employee and service requests in a self-service portal backed by workflow automation and virtual agents.

Why It’s a Smart AI Workspace for CX?

It reduces internal churn and speeds service delivery by letting employees self-serve while routing complex issues to the right teams automatically. That frees CX to focus on external customers.

Key CX-Focused Features

• Self-service catalogs. One place for policies, requests, and help articles.
• Case escalation rules that auto-escalate based on SLA, sentiment, or impact.
• Service orchestration: Integrate backend systems for true resolution (inventory, HR, IT).

Best Use Case

Enterprises that want to collapse internal and external service silos and automate end-to-end service flows.

G2 Rating: 4.4

9. Kapture EX

Kapture EX combines CRM-style case management with employee experience features so HR and CX workflows can share intelligence and tickets.

Why It’s a Smart AI Workspace for CX?

By aligning HR and CX signals, Kapture helps organizations fix root causes that affect both employees and customers. For example, product issues are flagged internally before they scale externally.

Key CX-Focused Features

• Unified view across HR and CX for faster resolution.
• Agent coaching insights turn employee feedback into targeted coaching tasks.
• Custom dashboards combine HR metrics with CX KPIs in one pane.

Best Use Case

SMBs and mid-market companies that want a tighter connection between employee experience and customer outcomes.

G2 Rating: 4.6

How to Choose the Right AI Workspace for Your CX Team?

Opposed to popular belief, the best AI workspace is not the one with the flashiest features. It’s the one that quietly makes your CX team faster and more consistent. 

• Choose a tool that connects smoothly with your existing CRM and/or ticketing system.
• Make sure the platform protects customer data and follows security standards.
• Check if the AI explains how it reaches conclusions or suggests responses.
• Focus on solutions that help agents work better instead of replacing them.
• Choose a workspace that can scale when your ticket volume increases.
• Ask about training and onboarding support before you commit.
• Review pricing carefully and see how costs change with more users or data.
• Test the platform with a small team first to see how well it fits.
• Go with a vendor that offers quick support and regular updates.

Emerging Trends in AI Workspaces for CX

Emerging trends in AI workspaces for CX are starting to shape how teams actually deliver service and not just automate tasks. Agentic AI that can plan and execute multistep workflows is moving from research to pilots. It’s enabling virtual coworkers who can handle routine cases end-to-end. (McKinsey & Company)

Similarly, multimodal assistants that understand text, voice, and images are making it easier to diagnose issues from screenshots or call recordings without switching tools. (McKinsey & Company)

Retrieval-augmented approaches that connect models to live knowledge bases are now standard. Such approaches improve accuracy and sourceability for agent responses. (Pylon)

At the same time, caution is growing too. Analysts warn that many agentic AI projects are still immature, and some will be canceled without a clear ROI. So, measured pilots and strong evaluation metrics are essential. (Reuters)

The Future of CX Lies in AI Workspaces

AI workspaces are making collaboration among CX teams smoother and customer interactions smarter. They help teams act faster and deliver experiences that feel personal and consistent. The key is picking a platform that fits how your team actually works and grows with your needs.

If you’re ready to streamline your CX and employee workflows, give Kapture EX a try today!

Kapture EX brings CX and HR workflows together in one intelligent workspace. See it in action and book a free demo to understand how it can simplify work and elevate customer experience.

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