Global call center spending will grow 16.2% this year to embrace the wave of conversational AI, according to Gartner report

According to the latest report from market research firm Gartner, global customer service centers (CC) are actively adopting conversational AI and virtual assistant technologies. It is expected that CC spending will reach US$18.6 billion by 2023. Growth rate of 16.2%

According to Gartner principal analyst Megan Marek Fernandez, near-term investment growth in CC and CC conversational AI and virtual assistants is expected to decline as business fluctuations lead to longer decision cycles

Customer experience (CX) leaders hope to accelerate iterative upgrades of customer service center platforms through generative AI and increasingly mature conversational AI to improve the efficiency of customer service operations and the overall customer experience

expected The global conversational artificial intelligence and virtual assistant market will be the fastest growing segment among global customer service centers by 2024, expected to achieve 24% growth

Customer service center decision-makers plan to convert conversational artificial intelligence into Incorporate a long-term strategy to reduce reliance on field workers and increase investment in the technology

According to Gartner estimates, approximately 3% of interactions will be processed through CC AI by 2023, and by In 2027, this proportion will increase to 14%

IT House hereby attaches the link to the original text of the Gartner report, thanks Interested users can click to read.

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