Gartner says customer service will be 25% chatbot by 2020

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.

A great VCA offers more than just information. It should enrich the customer experience, help the customer throughout the interaction and process transactions on behalf of the customer.

Gene Alvarez, managing vice president at Gartner

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