News > Chatbots to become primary customer service channel by 2027

Chatbots to become primary customer service channel by 2027

Bhaskarlive | 31/07/2022 05:27 PM | Click to read full article

Chatbots and virtual customer assistants (VCAs) have evolved over the past decade to become a critical technology component of a service organisation’s strategy.

A recent Gartner survey revealed 54 per cent of respondents are using some form of chatbot, VCA or other conversational AI platform for customer-facing applications.