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Gartner predicts: global spending on conversational artificial intelligence is expected to reach $186 billion by 2023
- WBOYforward
- 2023-08-03 16:53:21734browse
According to Gartner’s latest report, global spending on call center technology, conversational artificial intelligence and virtual assistants is expected to reach $18.6 billion by 2023, an increase from 2022 16.2%
In the context of a surge in investment, companies are trying to adapt to the changing environment of economic fluctuations. Although Gartner's report did not reveal specifically how many jobs call center agents could lose by deploying virtual agents, customer experience leaders will drive the evolution of contact center platforms as generative AI continues to evolve and conversational AI matures. , which will improve customer service operational efficiency and overall customer experience
The global conversational artificial intelligence and virtual assistant market is expected to achieve a significant 24% growth by 2024, becoming the fastest growing segment. Increasingly, contact center decision-makers will invest in conversational AI capabilities as part of their long-term strategy augmented by artificial intelligence rather than being handled entirely by virtual agents. According to Gartner forecasts, approximately 3% of interactions will be managed by call center AI by 2023, and this proportion is expected to rise to 14% by 2027
Gartner report highlights conversational AI and The growing importance of virtual assistants in the contact center space is driving significant investments and advancements in customer service operations around the world. As businesses navigate economic uncertainty, the focus on improving customer experience remains critical, driving the adoption of innovative technologies to improve service efficiency and overall satisfaction.
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