How the Conversational AI Landscape is Evolving
Virtual assistants are emerging as the most common use for AI within the enterprise sector. Low-code/no-code conversational platforms are being leveraged across a variety of use cases such as customer service, IT service desk, HR, sales support, commerce, marketing, and advisory services. There is a great degree of innovation moving at a high speed with more capabilities becoming available for less development and less data science effort. This page summarizes the major trends shaping this industry.
AI innovation will drive contact center agent automation, resulting in an 8% agent workload reduction by 2024, up from 1% agent workload reduction in 2020
Competitive Landscape: Contact Center as a Service-Gartner
Conversational AI Platform revenue estimated to be $2.5 billion in 2020, growing at a pace of 75% year over year.
Competitive Landscape: Conversational AI Platform Providers-Gartner
By 2025, customer service organizations that use AI-enabled knowledge automation will achieve 90% first contact resolution, up from 50% in 2021.
Predicts 2022: Customer Service and Support-Gartner
Automation will transform 80% of jobs in some way by 2030.
Predictions 2022: The Future Of Work-Forrester
By 2025, customer service organizations that embed AI in their multichannel customer engagement platforms will elevate operational efficiency by 25%.
The Future of Customer Engagement Center-Gartner
By 2023, 30% of customer service organizations will deliver proactive customer services by using AI-enabled process orchestration and continuous intelligence.
CRM Customer Service and Support-Gartner
Gartner defines the enterprise conversational AI platform market as the market for software applications used to build, orchestrate and support the development of multiple use cases of conversational automation, while targeting multiple roles within the enterprise. Enterprise CAIP enables conversational automation as a strategic enterprise capability.
-2022 Gartner® Magic Quadrant™ for Enterprise Conversational AI Platforms