One-third of service leaders are using robots and virtual assistants

Thirty-seven percent of service leaders are piloting or using Artificial Intelligence (AI) bots and Virtual Customer Assistants (VCAs), and 67% of these leaders believe they are high-value customer service tools, reveals recent research from Gartner. In recent years, no other channel technology has stimulated both customer service and supported the interests of leaders more than bots and VCAs powered by AI.

Accomplished with 452 service leaders across all sectors and types of business, the Technology Roadmap Survey shows that trust is driving more companies to embrace technologies, with 68% of service leaders reporting they believe AI and VCAs will be of significant importance to them and their organizations over the next two years.

"While bots and VCAs are still emerging technologies, many service leaders have been impressed by its potential. As a result, we are seeing more adoption of these technologies in service technology portfolios, "said Lauren Villeneuve, a Gartner consultant.

"IA bots and VCAs are relatively new to the customer service industry, so it's critical that companies evaluate these technologies to ensure they are right for your organization and your customers."

Among the benefits that the deployment of bots can offer to customer service, according to the results of the study, are:

1 - Increased capacity and scale.
Bots with AI are better equipped to solve simple questions. This allows service representatives to focus on the more complex tasks and problems that customers need to help direct resolve.

2 - Faster interaction
Bots with AI can drastically reduce customer waiting time. For example, one company reported that their chatbots responded to customer requests in five seconds while humans in their call center took an average of 51 seconds.

3 - Best gatekeeping
Bots with AI can learn to recognize other bots trying to gain access to systems, thus freeing up service representatives to focus on real customers only.

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