Virtual Customer Assistants Will Dominate Contact Centre Industry by 2020

Twenty-five percent of customer service and support operations will integrate virtual customer assistant (VCA) or chatbot technology across engagement channels by 2020, up from less than two percent in 2017, according to Gartner, Inc.

customer virtual-assistantSpeaking at of the Gartner Customer Experience Summit in Tokyo February 19-20, Gene Alvarez, managing vice president at Gartner, said more than half of organizations have already invested in VCAs for customer service, as they realize the advantages of automated self-service, together with the ability to escalate to a human agent in complex situations.

“As more customers engage on digital channels, VCAs are being implemented for handling customer requests on websites, mobile apps, consumer messaging apps and social networks,” Mr. Alvarez said. “This is underpinned by improvements in natural-language processing, machine learning and intent-matching capabilities.”

Organizations report a reduction of up to 70 percent in call, chat and/or email inquiries after implementing a VCA, according to Gartner research. They also report increased customer satisfaction and a 33 percent saving per voice engagement.

“A great VCA offers more than just information,” said Mr. Alvarez. “It should enrich the customer experience, help the customer throughout the interaction and process transactions on behalf of the customer.”

A 2017 Gartner survey found that 84 percent of organizations expected to increase investments in customer experience (CX) technology in the year ahead. Other Gartner predictions for CX leaders to know when developing a customer strategy include:

By 2019, 20 percent of brands will abandon their mobile apps.

Many brands are finding that mobile applications are not delivering the level of adoption and customer engagement they expected. Original return-on-investment (ROI) calculations are missing the mark due to the cost of support, maintenance, upgrades, customer care and marketing to drive downloads. Brands are now investing to build presence in consumer messaging apps, such as Facebook Messenger and WeChat, to reach customers where they spend a high percentage of their time.

By 2022, two-thirds of all customer experience projects will make use of IT, up from 50 percent in 2017.

As the number of digital channels expands, self-service or digital commerce interactions are increasing, as well as the move away from human face-to-face or voice-based interactions. The proportion of projects using IT to improve the customer experience will steadily rise. Those not using technology tend to be projects related to recruiting, training, governing and managing customer-facing employees.

By 2020, 30 percent of all B2B companies will employ artificial intelligence (AI) to augment at least one of their primary sales processes.

AI in sales allows for more efficiency and effectiveness in business processes, often with up to 30 percent higher conversion rates when engaging prospects or leads, according to Gartner. It is becoming an attractive alternative for sales organizations with high volumes of lead processing, opportunities and forecasting processes because it provides fast and accurate support when performing the different sales stages.

By 2020, more than 40 percent of all data analytics projects will relate to an aspect of customer experience.

Data and analytics is already prominent across marketing, sales, digital commerce, customer service, social media management and field service departments. However, an understanding of the overall condition of the customer’s attitude toward the enterprise is lacking for the majority. What matters is not the customer’s attitude about a store, department, process or product, but the level of trust they have in the organization as a whole and their likely intent to remain loyal.

By 2020, augmented reality, virtual reality and mixed reality immersive solutions will be evaluated and adopted in 20 percent of large enterprises as part of their digital transformation strategy.

Organizations will have the ability to provide employees, customers and suppliers with a means to obtain real-time information, experience virtual environments and engage in social collaboration without a small, limited display and a limited point of view. Consumers already experience some form of immersive technology, such as Snapchat filters and 360-degree video and photos on Facebook.

Commenting on the findings,

servion.shashi.nirale.image.march.2017Shashi Nirale, SVP and GM EMEA, Servion

“AI driven virtual assistants have evolved in leaps and bounds over the last few years, particularly as modern customers embrace voice-driven interactions with organisations, using virtual assistants such as Siri, Alexa, and Google.

As Gartner’s figures show, with a quarter of businesses ready to employ virtual customer agents by 2020, the challenge is not deciding whether to adopt, but how to do so quickly and successfully. Success means integrating all communications channels and being able to add more as they appear.

Virtual assistants are now moving from being purely proactive to being highly personalised. Soon, they will even be able to detect how users are feeling, and react accordingly, anticipating the user’s needs and acting immediately. Even complex tasks such as completing self-assessments could be done by simply talking to these smart devices. From now on, businesses that can only offer the option of struggling against a basic chatbot or answering service will soon find themselves left by the wayside.”

frank palermo image feb 2018Frank Palermo, Global Head of Digital Solutions at Virtusa

“In terms of customer service, there is a growing trend towards using more self-service mechanisms, frequently assisted with chatbot or virtual assistant capabilities. In part, this is because customers have more data available to them than ever before, and so can do their own research and analysis.

However, while many consumers want more control and freedom at the beginning of the buying journey, they don’t necessarily want a humanless experience – especially for large or important buying decisions.

Usually people want to be self-guided when doing their research or exploring pricing differences to narrow down their options, but then would like to engage with a human sales agent at the end. Human input will always have significant value and companies will need to be careful about ensuring they introduce AI and ‘humanless sales’ in the right places. This is especially true when the stakes are higher.

Think of buying a home, or a car, or a life insurance policy – would you really be more satisfied doing this through an app without any human interaction?”

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