Cognigy recommends studying Gartner's Hype Cycle report for Customer Service and Support Technologies, 2019. Gartner says,“The Hype Cycle document is targeted at application leaders tasked with helping business units select and deploy emerging customer service and support (CSS) technologies.“
We believe, in order to cope with the avalanche of digital information and activities, customers — like organizations — will increasingly turn to automation.
According to Gartner, “For decades, the customer engagement center (CEC) and contact center (CC) have been integrating at arm’s length, with limited sharing of customer interaction channel functionality and data. The result has been a fragmented customer experience, leaving the customer to guess as to which channel will yield the best answer fastest, and often trying multiple channels in hopes of getting a more favorable outcome. The fragmented nature of these ecosystems has made it difficult to leverage consistent analytics and knowledge tools for gathering, analyzing and sharing critical information and recommendations to customers and employees.
This new Hype Cycle document describes the most critical technologies for supporting customers as they seek answers, advice and/or resolutions to problems, either through a variety of interaction channels, or enabling customer-facing employees to deliver the resolutions and advice.”
One major service technology within the field of getting connected CSS technologies are chatbots. According to Gartner’s analysts Magnus Revang, Anthony Mullen and Brian Manusama, who have analyzed the field of Conversational AI, clearly state that “Chatbots are the No. 1 use of artificial intelligence (AI) in the enterprise. There is a great variation of use cases, such as customer service, human resources, IT help desk, self-service, scheduling, enterprise software front ends, employee productivity, and advisory.”
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Gartner, Hype Cycle for Customer Service and Support Technologies, 2019, 26 September 2019, Drew Kraus, Olive Huang
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