Among tech professionals worldwide who have customer-facing virtual assistants, nearly 80% said they use them for customer service, according to April 2021 data from Rasa Technologies.
We expect companies will push to be more efficient in customer communication. Conversational artificial intelligence (AI) technologies were originally developed for call center optimization, and this space remains a major area of growth. For example, Zurich Insurance Group acquired conversational AI startup AlphaChat in late 2021 with the aim of improving customer service through virtual agents and chatbots.
Conversational AI can lead to significant cost-reduction opportunities depending on which customer interactions become AI-enabled channels. Companies are finding low setup costs and high potential returns in a short amount of time, according to Deloitte’s Q4 2019 conversational AI report.