Gartner has identified five technologies within the 2019 Hype Cycle that are generating significant interest among customer service and support leaders looking to deliver a holistic and unified CX. They include:
Customer journey analytics: Customer journey analytics track and analyze the way customers and prospects use a combination of available channels to interact with an organization over time. It covers all channels that customers and prospects have used — including human interactions, fully automated, customer assistance, physical locations and limited two-way interaction — providing more valuable insight than tracking by channel alone.
Virtual customer assistants (VCAs): VCAs act on behalf of an organization to engage, deliver information and/or take action on behalf of a customer. They require more infrastructure, have memory and form a relationship with customers. When used effectively, VCAs enable organizations to scale the numbers of engagements they can handle, especially in the contact center.
Chatbots: Chatbots are the No. 1 use of artificial intelligence in organizations today. They vary in sophistication, from simple, decision-tree-based marketing stunts to implementations built on feature-rich platforms. Although chatbots are already in use today, they still have a huge potential to impact the number of service agents employed by an organization, and how customer service itself is conducted.
Conversational user interfaces (CUIs): CUIs are a high-level design model in which the user and machine interact in the user’s spoken or written natural language. Examples include Amazon Alexa and Google Home. Building upon chatbots and virtual assistants, CUIs are responsible for taking the user input and determining the intention of the user.
Knowledge management: Knowledge management for customer service includes the creation, discovery and delivery of various forms of targeted content for support agents, customers, chatbots, peer-to-peer support communities and partners. This technology enables the creation, acquisition, storage, delivery and maintenance of corporate knowledge, information and data in formats that web-based, self-service or mobile applications can easily access.
Gartner Customer Service and Support Leaders clients can learn more about these technologies in the report “Hype Cycle for Customer Service and Support Technologies, 2019.”
About Gartner for Customer Service & Support Leaders
The customer service and support function is vital to maintaining customer loyalty and influencing brand perceptions. Gartner for Customer Service & Support Leaders provides indispensable insights, advice and tools needed to achieve service and support leaders’ mission-critical priorities, specifically improving the customer experience while managing costs. Gartner’s research, advice and best practices equip customer service and support leaders to design an optimal service channel strategy; measure and reduce customer effort; and hire, develop and retain high-potential frontline talent.