25% of customer service and support operations will integrate virtual customer assistant (VCA) or chatbot technology across engagement channels by 2020, up from less than 2% in 2017, according to analyst firm Gartner.
- Organizations report a reduction of up to 70% in call, chat and/or email inquiries after implementing a VCA. They also report increased customer satisfaction and a 33% saving per voice engagement.
- 84% of organizations expected to increase investments in customer experience (CX) technology in the year ahead.
- By 2019, 20% of brands will abandon their mobile apps preferring instead to invest in consumer messaging apps where consumers spend a high percentage of their time.