Organisations, Customers Alike Turn to AI to Enhance Experiences: Gartner

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Organisations are shifting to naturalistic engagement methods like voice and other AI-powered technologies, to achieve higher operational efficiency

In recent times, there is an avalanche of digital information and activities. In order to cope with this, customers, like organisations, will be increasingly turning towards automation to move forward, said Gartner, Inc.

Anthony Mullen, Senior Research Director at Gartner, said, “There is often a lot of discussion about how enterprises continue to invest in artificial intelligence (AI) to save time and money, but we often overlook the next generation of customers being equally amenable to conducting their personal experiences the same way.”

Mullen further said, “The reality is that customers have to engage with endless digital activities over their lifetime, which means much more data to consider. The trend of customers assigning their endless digital activities to their virtual personal assistants (VPAs), chatbots and other self-service tools will grow over the next 10 years.”

Shift towards technologies

According to Gartner, customers have been increasingly moving towards self-service as they expect an effortless experience at scale. Organisations are shifting to naturalistic engagement methods like voice and other AI-powered technologies, to achieve higher operational efficiency and provide customers what they want.

In fact, 91 per cent of organisations are planning to deploy AI within the next three years. Around one billion service tickets will be raised automatically by customer-owned bots, by 2030.

“What’s interesting is that when we begin to look at the dynamics of self-service and continued automation by organisations over a longer time frame, cracks begin to appear,” said Mullen.

“The burden of managing and supporting self-services is being taken from today’s support staff and being pushed into customers’ hands. This level of delegation, from ‘DIY’ to customer-led AI, will be a major force shaping customer self-service,” he added.

Generation Z is most amenable to use automation

Almost all the generations and use cases have the desire for automation and the use of AI to save time and money across, but Generation Z is the most open to use these technologies in making their lives easier, Gartner noted.

Personal technologies will become the most sought out for user experience delivery by 2030. As Generation Z will be the biggest customer base till that time, it will lead in the use of customer-directed automation technologies to attain support and value from organisations they choose to interact with, it added.

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