Gartner Research

Seven Decision Points for Success With Virtual Customer Assistants

Published: 26 July 2016

ID: G00299432

Analyst(s): Brian Manusama , Tom Austin, Frances Karamouzis


Use of virtual customer assistants will triple through 2019 as enterprises seek to increase customer satisfaction and reduce operating costs. Our seven decision points emerged from hundreds of discussions with clients and apply to a broad range of smart machine investments.

Table Of Contents


  • Virtual Customer Assistants (VCAs)
  • Decision Point 1: Application First — or Platform First?
  • Decision Point 2: Fast, Simple, Iterative Steps — or a Large-Scale, Complex, Visionary Project?
  • Decision Point 3: How Smart Should Your Application Be?
  • Decision Point 4: Buy or Build?
  • Decision Point 5: What Do References Say?
  • Decision Point 6: Is My Vendor's Technology Future-Proof?
  • Decision Point 7: Do You Need to Learn More About Your Agents and Customers Before Proceeding?

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