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The Chatbot Revolution: Research Firm Sees Jump in AI Customer Service in Next Two Years

  • Survey finds that analytics and other data-driven solutions are gaining popularity in companies’ customer service needs
  • Customer service leaders see technologies that analyze and leverage customer data as providing the most value over the next two years
  • Steps companies can take to improve the use of tech in their own customer service

Summary by Dirk Langeveld

Businesses are increasingly turning to customer analytics and other data-driven solutions when addressing customer service needs, according to the research and advisory company Gartner Inc.

In a survey issued in May and June, 89 customer service leaders were asked to evaluate the current use, value, and future prospects of 51 technologies. Respondents placed the greatest value on case management, consolidated agent desktops, internal collaboration tools, online account portals, and unified communications.

  • These technologies are seen as useful in areas such as managing a remote workforce, addressing new customer demands and expectations, and meeting heightened customer service expectations
  • Customer service leaders indicate that they will reap the greatest value over the next two years from technologies that analyze and leverage customer data
  • Gartner recommends that companies prepare for this shift by taking steps such as gathering information on current customer behaviors, assessing technology’s current role in their customer service, and determining how they can leverage customer service for their future needs

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