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  • Writer's pictureSharon Holland

Gartner Predicts Chatbots and Virtual Customer Assistants Will Be Primary Customer Service by 2027

Updated: Sep 30, 2023



Uma Challa, Senior Director Analyst in the Gartner Customer Service & Support practice, highlights that “Chatbots and virtual customer assistants (VCAs) have evolved over the past decade to become a critical technology component of a service organization’s strategy … When designed correctly, chatbots can improve customer experience and drive positive customer emotion at a lower cost than live interactions.”


Therefore, it is no surprise that a recent Gartner customer service and support (CSS) survey conducted online in January and February 2022, reveals that more than half the respondents are using some form of chatbot, VCA or other conversational AI platform for customer-facing applications.


Challa confirms that although the view of chatbots and Virtual Customer Assistants (VCAs) is positive, the inconsistency of metrics for measuring success and ROI might limit uptake. Therefore those looking to deploy and measure chatbot performance should:

  • Develop a chatbot deployment strategy

  • Identify the most relevant chatbot metrics

  • Adapt the metrics to their desired chatbot metric performance level

  • Schedule a review of chatbot metrics


More information is included in the Gartner report.


But if you want to know more about deploying your own chatbot or virtual customer assistant contact us or call us on 0333 6000 360.

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