Gartner's Three Technologies That Will Transform Customer Service And Support By 2028
Destination CRM, Tuesday, September 5,2023
Generative artificial intelligence, digital customer service, and conversational user interfaces (CUIs) will transform customer service and support by 2028, according to research firm Gartner's Hype Cycle for Customer Service and Support Technologies, 2023 report .
"The common theme of these three technologies are their ability to streamline the customer journey and enable customer service leaders to meet customers' growing expectations," said Drew Kraus, vice president analyst in the Gartner Customer Service and Support practice. "Within the next five years, we expect these technologies to change the face of customer service and support."
Generative AI
Gartner predicts that by 2025, 80 percent of customer service and support organizations will be applying generative AI in some form to improve agent productivity and customer experience (CX). Generative AI, which is currently at the Peak of Inflated Expectations, will primarily be used for content creation, AI-supported chatbots, and automation of human work.