How A Framework For AI Can Help Enhance The Customer Experience

According to Olive Huang, research vice president at Gartner, "By 2021, 15% of all customer service interactions will be completely handled by AI, an increase of 400% from 2017." Furthermore, Gartner declared "customer analytics and continuous experience" as its No. 1 focus area in the CX space. Over the last few years, the industry has experienced a surge in the adoption of virtual customer assistants (VCA), or chatbots, for customer support. At last year's Gartner Customer Experience summit in Tokyo, the research firm predicted that over 25% of customer service and support operations would integrate a VCA by 2020. This adoption of chatbots was followed by "case (or ticket) deflection," which provided a self-service interface to customers for answering their own queries. Some of the more evolved enterprises started using search engines to provide real-time results to customer queries.