Twenty-five per cent of customer service and support operations will integrate virtual customer assistant (VCA) or chatbot technology across engagement channels by 2020, up from less than two percent in 2017, according to analyst firm Gartner.
- Organizations report a reduction of up to 70% in call, chat and/or email inquiries after implementing a VCA. They also report increased customer satisfaction and a 33% saving per voice engagement.
- 84% of organizations expected to increase investments in customer experience (CX) technology in the year ahead.
- By 2019, 20% of brands will abandon their mobile apps preferring instead to invest in consumer messaging apps where consumers spend a high percentage of their time.