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
Publish Date: April 11, 2018
Securing payments for on-premise or remote agents for telephone, IVR, web, mobile, Chat and Chatbot.
A patented technology that is flexible way to take secure, PCI DSS compliant payments via live agents over the telephone, web, Chat, Chatbot, or IVR. No sensitive data enters the contact centre environment so, agents do not see, hear, store or record any card or personal details.
CallGuard can be deployed in various ways to fit the way your contact centre works. The solution can de-scope all, or parts, of your contact centre from the scope of PCI DSS compliance and works just as well for on-premise or home/remote working agents.
ChatGuard makes payments in Chat PCI DSS compliant and...
Award-winning PCI compliance phone and multi-channel payment application.
PayGuard® is easy to deploy, very easy for agent to use from the office/contact centre or from home and is affordable.
|5 Ways Intelligent Automation optimizes customer AND agent experience
|October 18, 2019
|What's a Multimodal Customer Experience?
|October 15, 2019
|Why Isn't Natural Language Understanding...Natural?
|August 29, 2019
|Interactive Video: The Rise of RPA Bots in Customer Service
|August 28, 2019
|Your Front is different than your Back
|June 6, 2019
|Obstacles Contact Center Agents Come Across During Interactions
|May 23, 2019
|Smart Solutions Resolve Call Center Operational Issues
|May 21, 2019
|Companies Push for Digital to Enhance Customer Journey
|May 16, 2019
|Companies Use AI to Enhance Customer Service Experience
|May 14, 2019
|Has Intelligent Assistance entered the trough of disillusionment
|April 11, 2018