Service leaders piloting AI bots and virtual customer assistants

Thirty-seven percent of service leaders are either piloting or using artificial intelligence (AI) bots and virtual customer assistants (VCAs), and 67 percent of those leaders believe they are high-value tools in the contact center, predicts Gartner, Inc. In recent years, no other channel technology has piqued customer service and support leaders’ interest more than AI bots and VCAs. In the survey of 452 service leaders across all industries and business types, respondents showed that confidence is leading more companies to adopt the technologies – with 68 percent of service leaders reporting they believe AI bots and VCAs will be of significant importance for them and their organizations in the next 2 years.