Gartner Says Conversational AI Capabilities Will Help Drive Worldwide Contact Center Market To 16% Growth In 2023
Gartner , Monday, July 31,2023
Contact Center as a Service and Conversational AI and Virtual Assistant Segments Driving Growth
Worldwide contact center (CC) and CC conversational AI and virtual assistant end-user spending is projected to total $18.6 billion in 2023, an increase of 16.2% from 2022, according to Gartner, Inc.
'Near-term investment growth rates for CC and CC conversational AI and virtual assistants are expected to dip as business volatility creates a lengthening of decision cycles,' said Megan Marek Fernandez, Director Analyst at Gartner. 'Longer-term, generative AI and growing maturity of conversational AI will accelerate contact center platform replacement as customer experience (CX) leaders look to simultaneously improve the efficiency of customer service operations and the overall customer experience.'