Year-end predictions are like sales forecasts — they are always wrong. Well, most of the time. Predicting what will happen in our little niche is more and more difficult with every turn of the calendar. This year is no different.
With AI reshaping everything — industry consolidation, people in offices, the ongoing decline of print, and dealerships merging into larger conglomerates — predicting the future of the copier industry, even just 30 days from now, let alone in 2025, is inconceivable. Anyone who says differently is selling something.
But we’ll do just that. There is much to look forward to in office technology and good tidings in the future. I hope to cover a few of them here today.
I’ve broken it down into two groups: The Familiar and The Frontier., and those a bit more on the edge.
The Familiar. You know this stuff.
2025 will see us excelling in what we’ve done for decades. AI may be driving jaw-dropping transformation, but our traditional tools — scanning, faxing, connecting manual workflows to cutting-edge tech — are not being left behind. Instead, they’re crystallizing into something sharper.
- Smarter user interfaces
- Predictive maintenance adoption
- Streamlined document handling
Smarter User Interfaces:
There’s not much more to be said about copier user panels beyond “push the green button to make it go.” That’s what people do — walk up to the device, slap paper on the glass, slam the lid, push the button and watch it work.
Of course, there is more. How about talking to the machine? AI-driven interfaces with voice recognition and natural language capabilities will become standard.
HP has integrated natural language processing and voice command features into the “HP Smart App” and it works through Amazon Alexa and Google Assistant.
Konica Minolta has introduced AI-driven virtual assistants to help users manage issues or perform basic device operations without needing to navigate through the settings menus.
Each enhancement works well in the remote or work from home environment. Who doesn’t want to tell a digital assistant to print out the latest financials from Xerox or those meeting notes generated by Zoom, from the couch or poolside.
Predictive Maintenance Adoption:
We’ve been hearing about and selling automatic service programs for decades. It makes sense that the new advancements in artificial intelligence will help something that this industry pioneered: machine to machine communications.
Xerox has been using AI-based predictive algorithms in its “eConcierge” platform, helping diagnose and resolve copier issues reducing downtime by over 50%. Ricoh’s “Intelligent Support” uses machine learning to predict breakdowns, reducing service visits for customers by a reported 60%.
Preemptive service for copiers will reflect broader developments in AI-driven technology utilizing real-time data from embedded sensors and machine learning algorithms to identify issues before they occur.
Additionally, these systems will integrate with IoT ecosystems, bringing seamless communication between even more devices and centralized management platforms.
Streamlined Document Handling:
Advancements in document management will continue to streamline workflows, make implementation easier, and speed adoption.
DocuWare uses AI in its Intelligent Indexing module to pull data from both structured documents like invoices and unstructured ones such as emails and contracts by utilizing neural networks for pattern recognition. AI can even decode handwritten text into editable content, and automatically categorize documents based on its content and characteristics.
Ricoh’s Intelligent Document Processing (IDP) suite uses AI to auto-tag and categorize scanned documents and reduce manual document handling. IDP uses natural language processing to compare document content, machine vision for inspections, and image recognition for visual analysis. The system combines AI with sensing hardware designed for specific solutions, testing for practicality, and integrating into existing business models.
It is comforting to see advances enhancing instead of eliminating existing systems, processes and hardware. A better user experience, more initiative-taking service and low friction document management systems will go deeper in 2025. This technology will be an afterthought, table-stakes — prospects will want to talk to their devices, never worry about placing a call to a service desk and convert paper to digital with as little friction possible.
The Frontier. Look forward to more coolness.
In 2025 we boldly go:
- AI-driven sales strategies
- Integration of quantum machines
- Embracing augmented reality
AI is driving fantastic digital transformation discussions, yet our traditional tools like scanning and even fax persist. What we do best, connecting manual workflows and technological innovations, will crystallize in 2025. The familiar is not left behind; it upholds and shapes the future.
Look out – more technology to come.
We can’t help but be enthralled with all things new and techy; curiosity courses through the veins along with toner. From AI transforming how we connect with customers to the convergence of quantum learning and augmented experiences, the best tech is yet to come.
The three edge trends we look to see in 2025 include AI-driven sales strategies, the integration of quantum machine learning, and embracing augmented reality.
From AI transforming how we connect with customers to the exciting convergence of quantum learning and augmented experiences, it’s clear: the best tech is yet to come.
AI-Driven Sales Strategies:
Sales strategies will be easier to develop and implement with AI when applied to customer data analysis to create interesting, personalized sales communication that address specific business requirements.
Xerox uses ChatGPT in its virtual assistant analyzing customer sentiment and intent providing fast responses or seamless escalation to human agents. The virtual assistant connects with service desk ticketing, supply ordering systems, and order-to-cash management, streamlining interactions and improving the overall customer experience.
The HP Amplify program provides tools like the AI Chatbot and Configured Price Quote (CPQ) platform. The AI Chatbot makes it easier to navigation in the HP Partner Portal and the Configured Price Quote (CPQ) platform leverages AI to accelerate pricing turnaround times.
Integration of Quantum Machine Learning:
The convergence of AI with quantum computing could bring about copiers with advanced data processing capabilities, pushing technological boundaries and enabling new applications for office technology.
The potential applications include faster cryptographic protection and document indexing on a massive scale. IBM has been experimenting with quantum machine learning to enhance large-scale document processing, promising a future of faster and more secure document handling.
Ricoh, in partnership with D-Wave, is exploring quantum applications in document processing, to enhance the capabilities of connected office devices. This partnership has aimed at leveraging D-Wave’s quantum technology with RICOH’s IT services.
Embracing Augmented Reality:
If quantum computing isn’t enough, how about holographic and AR technologies?
The copier industry is doing more than just dabbling in the AR realm. We have players on the edge of augmented reality. Not just in training and “back-room,” as Xerox and Ricoh both will revolutionize document interaction and workspace productivity, transforming how users scan, edit, and manage documents through immersive and interactive experiences.
Xerox’s AR integration leverages real-time augmented reality to enhance support and service delivery. This technology allows remote experts to guide technicians and customers with visual instructions, improving issue resolution times and minimizing the need for on-site visits.
Alternatively, Ricoh’s AR innovations enhance both print and digital experiences by integrating immersive technologies across applications. AR-enhanced print campaigns featuring custom video messages with “holographic twins,” create customer interactions during events, connecting print and digital media. Also, Ricoh’s smart glasses overlay the digital onto the physical world, again, bridging the gap between physical and digital, across industries.
Applications like AR-enabled catalogs, immersive packaging, and educational materials work across multiple industries. Think of the “19 Crimes” wine label. Through your phone, the faces come to life.
There’s more. EO Johnson’s use of AR in product catalogs allows businesses to showcase 3D models of their products, such as furniture or equipment, enabling customers to visualize how items fit into their spaces through a smartphone app.
This interactive experience not only attracts users but also provides a realistic and engaging view of the product in context. By leveraging AR, we help businesses visualize results and create memorable interactions with their customers.
A New Beginning
We just scratch the surface.
As another year concludes, observations about artificial intelligence and office technology highlight its impact on our evolution. This ‘artificial intelligence thing’ is not just shaping new tools but also extending the capabilities of established ones.
Scanning, predictive maintenance, and intuitive interfaces demonstrate how innovation often builds on the foundation of traditional approaches. Meanwhile, advancements in AI strategies, quantum learning, and augmented reality suggest possibilities for future applications.
The copier industry reflects these trends, underscoring ours and our customers’ ongoing adaptation. The current tools, led by envisioned innovations, are positioned to influence business operations and alter interactions with technology – as we always have been. Looking toward 2025, we should anticipate and embrace continued exploration. In our evolving landscape, these shifts offer opportunities to understand and thrive in changing paradigms in the copier and office technology niche.
Greg Walters
is an entrepreneur and founder of the notorious destination site TheDeathOfTheCopier, where he comments on all things imaging, the rise of managed services and the advance of business technology. A prolific writer and frequent speaker, Greg shares his passionate, unique – and often provocative – view of technology and people, addressing the impact of digital on 21st century business. His 2014 book, Death Of The Copier, offers a controversial summary of the early days of Managed Print Services and the not-so-distant future of the hard copy industry. Reach out to Greg at greg@grwalters.com.
