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Has Intelligent Assistance entered the trough of disillusionment - Jacada - ContactCenterWorld.com Blog

Has Intelligent Assistance entered the trough of disillusionment

A few weeks ago, Gartner revealed a pretty stunning prediction: by 2020, 40% of bots and virtual assistants launched in 2018 will have been abandoned. This development was actually pretty predictable. Core technologies to build intelligent assistants have matured rapidly and are widely available. It triggered a vendor "gold rush" building chatbots. In addition, many scripted bots declared themselves intelligent, adding confusion in the marketplace. Companies implementing chatbots are finding it much harder than they expected, thus the current adjustment.

Chatbots and virtual agents are here to stay! Gartner also predicted rapid penetration of these solutions, from less than 2% last year to over 25% in 2020. There are several fundamental trends driving this adoption. The volume of customer interactions continues to rise while expectations of rapid service grow. Enterprises must harness self-service and automation to scale their customer service. Conservational dialogs make the assistance experience enjoyable and companies more accessible.

The "conversation" needs to shift to what it takes to make an intelligent assistant project successful. On April 25 we will hold an interactive webinar to address YOUR questions. Join here!



[About the author] Nicolas De Kouchkovsky is a recognized industry expert in customer engagement and customer service. He is a fractional CMO helping small and midsize software companies. Nicolas was previously CMO at Genesys, driving the company’s expansion into the broader multi-channel contact center market. He is also the author together with Opus Research of the Intelligent Assistance and Bot Market landscape.

Titles: Author with Opus Research of Intelligent Assistance and Bot Market Landscape
Founder & Principal of CaCube Consulting

 

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Source: http://www.jacada.com/blog/has-intelligent-assistance-entered-the-trough-of-disillusionment

Publish Date: April 11, 2018


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View more from Jacada

Recent Blog Posts:
5 Ways Intelligent Automation optimizes customer AND agent experienceOctober 18, 2019
What's a Multimodal Customer Experience?October 15, 2019
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Interactive Video: The Rise of RPA Bots in Customer ServiceAugust 28, 2019
Your Front is different than your BackJune 6, 2019
Obstacles Contact Center Agents Come Across During InteractionsMay 23, 2019
Smart Solutions Resolve Call Center Operational IssuesMay 21, 2019
Companies Push for Digital to Enhance Customer JourneyMay 16, 2019
Companies Use AI to Enhance Customer Service ExperienceMay 14, 2019
Has Intelligent Assistance entered the trough of disillusionmentApril 11, 2018

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