Gartner Research

Hype Cycle for Customer Service and Support Technologies, 2020

Published: 05 August 2020

ID: G00463595

Analyst(s): Drew Kraus


Investments in customer service and support technologies must be scrutinized for their ability to deliver on customer experience goals, their impact on cash reserves and the likely speed of ROI. This Hype Cycle will help application leaders assess the maturity and risks of these technologies.

Table Of Contents


  • What You Need to Know
  • The Hype Cycle
  • The Priority Matrix
  • Off the Hype Cycle
  • On the Rise
    • AI-Mediated Communications
    • Blockchain for Customer Service
    • Multiexperience
    • Things as Customers
    • Emotion AI
    • Field Service Drones
    • Customer Psychographics
  • At the Peak
    • Workforce Engagement Management Solutions
    • Customer Journey Analytics
    • Digital Experience Platforms
    • IoT for Customer Service
    • Customer Engagement Hub
    • Augmented Reality for Customer Support
    • Conversational User Interfaces
    • Natural Language Processing (NLP)
  • Sliding Into the Trough
    • 360-Degree View
    • Customer Service Analytics
    • In-App Mobile Customer Service
    • Video Calling for Customer Service
    • Voice-of-the-Customer Solutions
    • Chatbots
    • Recorded Video Customer Service
    • Speech Analytics for Customer Service
    • Knowledge Management for Customer Service
    • Virtual Customer Assistants
    • Robotic Process Automation (RPA)
    • Field Service Workforce Optimization
    • Mobile Field Service Management
  • Climbing the Slope
    • Consumer Messaging Applications
    • Customer Engagement Center
    • Proactive Communications Applications and Services
    • Contact Center as a Service
  • Entering the Plateau
    • Work-From-Home Agent Technology
  • Appendixes
    • Hype Cycle Phases, Benefit Ratings and Maturity Levels

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