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.
90% of interactions in banks will be automated by 2022 using virtual assistant.
Chatbots, a Game Changer for Banking & Healthcare, Saving $8 billion Annually by 2022-Juniper Research
By 2020 30% of web browsing sessions will be done without a screen.
Virtual World of Exponential Change-Gartner
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
By 2022, contact center as a service will be the preferred adoption model in 50% of contact centers, up from approximately 10% in 2019.
The Future of Contact Center-Gartner
By 2020, 60% of meetings with three or more participants will involve a virtual assistant. Virtual assistants will support many activities as part of organizing and attending meetings and will integrate with enterprise applications.
Contextualizing Virtual Assistants for More Effective Meetings in the Digital Workplace-Gartner