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

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

All Suppliers

Get Listed

	PREMIUMHigherGround, Inc. (VIEW OUR PAGE) HigherGround develops data collection, information storage, and interaction analytics solutions that easily transform data into actionable intelligence, enabling operational optimization, enhanced per... (view more)
	PREMIUMAvizent Ltd (VIEW OUR PAGE) Advanced AI technology and Natural Language Processing delivered to clients in the Cloud that harnesses both voice and digital conversations. The focus is on building an environment where intelligent ... (view more)
	PREMIUMConceptCall (VIEW OUR PAGE) Аутсорсинговый контакт-центр ConceptCall| КонцептКолл специализируется на исходящем и входящем телемаркетинге: мы предоставляем услуги по осуществлению холодных звонков и продажи по телефону, проводим... (view more)

Get Listed

View more from Jacada

Recent Blog Posts:

What's a Multimodal Customer Experience?	October 15, 2019 5:00 AM
Why Isn't Natural Language Understanding...Natural?	August 29, 2019 5:00 AM
Interactive Video: The Rise of RPA Bots in Customer Service	August 28, 2019 5:00 AM
Your Front is different than your Back	June 6, 2019 5:00 AM
Obstacles Contact Center Agents Come Across During Interactions	May 23, 2019 5:00 AM
Smart Solutions Resolve Call Center Operational Issues	May 21, 2019 5:00 AM
Companies Push for Digital to Enhance Customer Journey	May 16, 2019 5:00 AM
Companies Use AI to Enhance Customer Service Experience	May 14, 2019 5:00 AM
Has Intelligent Assistance entered the trough of disillusionment	April 11, 2018 5:00 AM
Top 5 Automation trends in the Contact Center	March 21, 2018 5:00 AM