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Gartner® Hype Cycle™ for Customer Service and Support Technologies, 2022

Customer demands for high quality service and experiences is critical for any enterprise organization. High quality and innovative customer service technologies such as emotion AI, speech analytics and virtual customer assistants are key to delivering seamless customer journeys.

Gartner Hype Cycles provide a graphic representation of the maturity and adoption of technologies and applications, and how they are potentially relevant to solving real business problems and exploiting new opportunities. Gartner Hype Cycle methodology gives you a view of how a technology or application will evolve over time, providing a sound source of insight to manage its deployment within the context of your specific business goals.

This year’s Hype Cycle for Customer Service and Support Technologies shared “many customer service organizations are striving for better levels of automation and proactive services than current-generation FAQ-style chatbots and virtual customer assistants (VCAs) can deliver.”

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Gartner, Hype Cycle for Customer Service and Support Technologies, 2022, Drew Kraus, 19th July 2022

Gartner and Hype Cycle are registered trademarks of Gartner, Inc. and/or its affiliates in the U.S. and internationally and are used herein with permission. All rights reserved

Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from Uniphore.

Gartner® Hype Cycle™ for Customer Service and Support Technologies, 2022

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By submitting your email, you agree that Uniphore may send you industry insights, service updates, and other marketing communications. You can unsubscribe anytime. For more details, review our privacy policy.

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