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
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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.
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