One-quarter of customer services will use chatbots by 2020, says Gartner

Gartner expects more integration of virtual customer assistants into services and support for customers

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One-quarter of customer services will use chatbots by 2020, says Gartner One-quarter of customer service operations will incorporate virtual assistants by 2020, says Gartner.
By  Mark Sutton Published  March 19, 2018

Twenty-five percent 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 Gartner.

More than half of organisations have been convinced to invest in VCAs for customer service, Gartner says, as they realize the advantages of automated self-service, together with the ability to escalate to a human agent in complex situations.

"As more customers engage on digital channels, VCAs are being implemented for handling customer requests on websites, mobile apps, consumer messaging apps and social networks," said Gene Alvarez, managing vice president at Gartner. "This is underpinned by improvements in natural-language processing, machine learning and intent-matching capabilities."

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.

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

A 2017 Gartner survey found that 84% of organisations expected to increase investments in customer experience (CX) technology in the year ahead.

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