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Chatbots and virtual assistants to handle 25 per cent of customer support by 2020, says Gartner

February 20, 2018

According to research firm Gartner, nearly 25 per cent of customer service and support operations will be equipped with virtual customer assistants (VCA) and chatbots by 2020. This figure stood at less than two per cent in 2017.

According to Gartner, organisations have reported a reduction of up to 70 per cent in call, chat and email inquiries post deployment of VCAs. In addition, an increase in customer satisfaction and a 33 per cent saving per voice engagement has also been reported.

With an increasing number of customers engaging on digital channels, VCAs are being employed to handle customer requests on websites, mobile apps, consumer messaging apps and social networks.


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