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Virtual Customer Assisstants will be the New Black in Customer Service

By CIOReview | Thursday, March 8, 2018

According to a report from the market research firm Gartner, it is expected that 25 percent of customer service and support operations will integrate virtual customer assistant (VCA) or chatbot technology by 2020, which was less than two percent in 2017. “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,” states Gene Alvarez, VP of Gartner.

In the last few years, chatbot-enhanced customer support has been on the rise enabling businesses to identify and solve customer grievances through messaging services. According to the report, organizations have claimed that call, chat, email inquiries have reduced after implementing VCA. This technology helps the customers during the entire interaction and process transactions, enhancing their overall experience. Due to this, there has been a drastic positive difference in customers’ satisfaction.

The Gartner report also states that 84 percent of organizations are expected to increase investments in customer experience technology by next year. A third of all business-to-business companies (B2B) will deploy artificial intelligence (AI) to boost their primary sales processes. AI is slowly becoming an effective alternative for sales organizations with high volumes of lead processing, forecasting processes, and opportunities, as it provides quick and accurate support for performing at different sales stages.

Organizations will be able to provide employees, customers, and suppliers with real-time information, virtual environments, and also engage in social collaborations.