Chatbots and voice assistants have been derided for providing limited functionality and stilted conversations that frustrate consumers. Capgemini's survey indicates that voice assistants have come a long way in the past few years to improve customer satisfaction and are on course to save money for companies by automating a broader range of services now handled by humans. More than three-quarters of businesses (76%) have seen quantifiable benefits from voice or chat assistants, while 58% said that the benefits had met or exceeded their expectations, per Capgemini. Some businesses have been able to cut their customer service costs by more than 20% as consumers turned to voice assistants instead of humans, but that benefit hasn't translated into broader adoption among companies. Fewer than 50% of the top 100 businesses in the automotive, consumer products and retail, and banking and insurance industries have voice assistants or chatbots, Capgemini's survey found.