Gartner has revealed that 25% of customer service and support operations will integrate virtual customer assistant (VCA) or chatbot technology across engagement channels by 2020, up from less than 2% in 2017.
Organisations report a reduction of up to 70% in call, chat and/or email inquiries after implementing a VCA, according to Gartner research. They also report increased customer satisfaction and a 33% saving per voice engagement.
More findings:
- By 2019, 20% of brands will abandon their mobile apps
- By 2022, two-thirds of all customer experience projects will make use of IT, up from 50% in 2017
- By 2020, 30% of all B2B companies will employ artificial intelligence (AI) to augment at least one of their primary sales processes
- By 2020, more than 40% of all data analytics projects will relate to an aspect of customer experience
- By 2020, augmented reality, virtual reality and mixed reality immersive solutions will be evaluated and adopted in 20% of large enterprises as part of their digital transformation strategy
Read the full article from Nick Ismail here on Information Age.