Gartner Research

Market Trends: Virtual Customer Assistants Will Deliver Millions of Dollars in Cost Benefits to CSPs

Published: 20 October 2017

ID: G00338036

Analyst(s): Brian Manusama , Charlotte Patrick


Communications service providers are in the early days of virtual customer assistant implementation and are already seeing cost benefits. Technology strategic planners can use this research to scope out the next wave of deployments.

Table Of Contents


Market Trend

  • Larger CSPs Will Typically Be Two Years Into Trialing VCA Solutions
    • Recommendations for Developing a Roadmap
  • The Benefits of VCA Are Quickly Visible
    • Improving Basic Customer Experience With Faster Service
    • Consistency of Interaction Across Channels
    • Increased Use of Unassisted Troubleshooting Tools
    • Personalization
    • As Part of the Sales Process
    • Outbound Calling
    • New Channel for Voice of the Customer
    • Long-Term Vision for Web-First Customer Service
    • Recommendation
  • Maturity Model
    • Task Complexity
    • User Experience of the VCA
    • Channel Utilization
    • Technical Developments
    • Recommendations

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