Gartner Research

Digital Customer Service Part 3 — Update Process Mastery by Selectively Introducing RPA, Chatbots and AI

Published: 12 March 2019

ID: G00381475

Analyst(s): Brian Manusama , Simon Bailey , Cathy Tornbohm


Customer fulfillment is a prime candidate for applying robotic process automation and chatbots to improve efficiency and the customer experience. Customer fulfillment leaders should explore these and other AI approaches and techniques as part of their automation roadmaps.

Table Of Contents
  • Impacts


Impacts and Recommendations

  • RPA Is a Top Investment Priority for Customer Fulfillment
  • CX Is Being Reshaped as Chatbots and VCAs Are Gaining Consumer Acceptance
  • Leading Organizations Are Using AI to Augment or Improve Customer-Facing Processes

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