News > Chatbots to become primary customer service channel by 2027
Chatbots to become primary customer service channel by 2027
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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.