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Customer-Led Automation is Future of Self-Service, Says Gartner
May 31, 2019
According to Gartner Inc. companies will use more automation services in the coming times to deal with the massive growth of digital information and activities.
Anthony Mullen who is the senior research director at Garner said that today, the customers deal with tons of digital activities which means the enterprises need to consider more data. As a result, a new trend will emerge in the coming times in which chatbots, virtual personal assistants (VPAs), and other self-service tools will be used on a large scale.
According to Gartner, as many as 91% of the companies in the world are looking to set up AI in the next 3 years alone, and by 2030, more than a billion service tickets will be processed by bots that will be owned by the customers.
Photo credit: Masa__Israel on VisualHunt / CC BY-ND
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