Shulou(Shulou.com)11/24 Report--

CTOnews.com, August 1, according to the latest report released by market research firm Gartner, the global customer service center (CC) is vigorously embracing conversational AI and virtual assistants, predicting that CC spending will reach $18.6 billion in 2023, an increase of 16.2% over 2022.

"short-term investment growth rates for CC and CC conversational AI and virtual assistants are expected to decline as business fluctuations lead to longer decision-making cycles," said Megan Marek Fernandez, chief analyst at Gartner.

However, in the long run, customer experience (CX) leaders want to improve both the efficiency of customer service operations and the overall customer experience, so generative artificial intelligence and increasingly mature conversational artificial intelligence will accelerate the iterative upgrade of the customer service center platform.

In the foreseeable future, the fastest growing market for global customer service centers is the global market for conversational artificial intelligence and virtual assistants, which is expected to stimulate 24% growth in 2024.

Customer service center decision makers want conversational artificial intelligence as part of a long-term strategy to reduce reliance on field staff and increase investment in conversational artificial intelligence capabilities.

Overall, Gartner estimates that about 3 per cent of interactions will be handled through CC AI by 2023 and grow to 14 per cent by 2027.

CTOnews.com attaches a link to the original text of the Gartner report here, which interested users can click to read.

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