Chatbots will become a primary customer service channel

Chatbot investment on the rise but low ROI and other challenges persist By 2027, chatbots will become the primary customer service channel for roughly a quarter of organizations, according to Gartner, Inc. “Chatbots and virtual customer assistants (VCAs) have evolved over the past decade to become a critical technology component…

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Investments in chatbots, AI and analytics over next two years

Increase will come from industries with customer service. There’s a shift from rep-enablement technologies to increasing focus and investments in understanding customers through analytics, according to analytics firm Gartner. Investments in technologies focused on the customer are rapidly becoming a top priority for customer service and support (CSS) leaders, according…

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