GPT-5 set to transform AI with multimodal & inclusive features

Anticipation is building within the technology sector as the next iteration of OpenAI's generative artificial intelligence, GPT-5, approaches launch. Industry leaders are highlighting its potential to redefine the standards of multimodal AI, bringing sweeping changes to both enterprise applications and customer engagement.

Andreas Vermeulen, Head of AI at Avantra, describes GPT-5 as "the next big breakthrough in AI, not merely as a smarter chatbot but as a comprehensive reasoning engine with state-of-the-art multimodal capabilities." According to Vermeulen, the integration of text, image, audio, and video inputs into a unified engine is central to GPT-5's advancement. He emphasises the platform's versatile design, noting, "Its built-in chain-of-thought design, supporting inputs like text, images, audio, and video, makes it a full-fledged intelligence platform."

Vermeulen is particularly keen on the accessibility offered by scalable deployment options such as 'Mini' and 'Nano' models for API integration. These variants are expected to make the technology deployable across cloud and edge environments alike. "GPT-5's emphasis on accessibility is not just about availability; it's about inclusion. It opens the door for companies of all sizes to utilise sophisticated AI without compromise," he adds.

The shift towards more inclusive AI aligns with broader industry trends prioritising the democratisation of advanced tools. By lowering technical and financial barriers, GPT-5 could enable small and medium-sized businesses to access capabilities once available only to large enterprises with substantial resources.

Joel Neeb, Chief of Transformation and Business Operations Officer at 8x8, stresses the implications for customer engagement, particularly within the contact centre sector. "ChatGPT-5 could transform how customers and brands engage. There are multiple ways this model may change the contact centre environment," Neeb says. He believes the model's enhanced reasoning and multimodal capabilities introduce new ways to build and refine customer experience strategies.

Neeb highlights one of GPT-5's most anticipated features: its simulation of internal chains of thought, which allows the AI to process context and customer intent more effectively. "GPT-5's reported ability to simulate internal chains of thought is a step forward in understanding context and customer intent. This allows virtual agents to hold longer, more natural conversations that reduce the need for escalation," he explains.

Despite these advances, Neeb cautions against viewing AI as a complete replacement for human agents: "People still play a critical role, especially in emotional or high-risk situations. What's changing is the balance of work between people and automation." He suggests that as automated systems manage a greater share of routine queries, human employees will increasingly focus on interactions requiring empathy, expertise, or complex judgment.

The prospect of an AI platform capable of understanding and responding to mixed-media queries, while carrying a richer internal logic from one exchange to the next, excites many observers. Industry analysts believe such capabilities could benefit sectors beyond contact centres, including healthcare, education, creative industries, and logistics. Larger enterprises may find it streamlines operations, whilst smaller firms could see new opportunities emerge as the technology becomes both cheaper and easier to integrate.

Yet, with each new advance comes questions about AI's role in sensitive or critical applications. Vermeulen and Neeb both acknowledge the importance of responsible deployment, with Neeb's comments underscoring the ongoing need for human oversight in situations where precision or emotional intelligence is vital.

As stakeholders await the release of GPT-5, expectations are high that this next generation will deliver both technological advances and meaningful operational benefits, reinforcing the growing trend towards AI-powered transformation across the global economy.