Chatbots to Handle 25% of Customer Service and Support by 2020

According to Gartner, 25% of customer service and support operations will integrate virtual customer assistant (VCA) or chatbot technology across engagement channels by 2020 -- up from less than 2% in 2017. More than half of organizations have already invested in VCAs for customer service as they realize the advantages of automated self-service.

Organizations report a reduction of up to 70% in call, chat, and/or email inquiries after implementing a VCA, according to Gartner. They also report increased customer satisfaction and a 33% saving per voice engagement.