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             By 2020, one-third of all B2B companies

             will have employed AI to augment their

             primary sales processes, Gartner said

            According to Gartner, 25% of customer service and    "A  great  VCA  offers  more  than  just  information,"  said
            support  operations  will  integrate  virtual  customer   Mr. Alvarez. "It should enrich the customer experience,
            assistant  (VCA)  or  chatbot  technology  across    help  the  customer  throughout  the  interaction  and
            engagement  channels  by  2020,  up  from  less  than   process transactions on behalf of the customer.
            two percent in 2017.                                 "
                                                                 Indeed,  a  2017  Gartner  survey  found  that  84%  of
            Speaking  at  of  the  Gartner  Customer  Experience   organizations  expected  to  increase  investments
            Summit  in  Tokyo,  Gene  Alvarez,  managing  vice
            president  at  Gartner,  said  more  than  half  of   in  customer  experience  (CX)  technology  in  the  year
            organizations  have  already  invested  in  VCAs  for   ahead.
            customer  service,  as  they  realize  the  advantages  of
            automated  self-service,  together  with  the  ability  to   Other Gartner predictions for CX leaders to know when
            escalate to a human agent in complex situations.     developing a customer strategy include:

            "As more customers engage on digital channels, VCAs    1. By  2019,  20%  of  brands  will  abandon  their
            are being implemented for handling customer requests     mobile  apps: Many brands are finding that mobile
            on  websites,  mobile  apps,  consumer  messaging  apps   applications are not delivering the level of adoption
            and  social  networks,"  Mr.  Alvarez  said.  "This  is   and customer engagement they expected. Original
            underpinned  by  improvements  in  natural-language      return-on-investment   (ROI)   calculations   are
            processing,  machine  learning  and  intent-matching     missing  the  mark  due  to  the  cost  of  support,
            capabilities."                                           maintenance,  upgrades,  customer  care  and
                                                                     marketing  to  drive  downloads.  Brands  are  now

            Organizations  report  a  reduction  of  up  to  70%  in  call,   investing to build presence in consumer messaging
            chat  and/or  email  inquiries  after  implementing  a  VCA,   apps, such as Facebook Messenger and WeChat,
                                                                     to  reach  customers  where  they  spend  a  high
            Gartner  research  states,  besides  reportedly  increasing
            customer  satisfaction  and  a  33%  saving  per  voice   percentage of their time.
      4            February 2018 - Artificial Intelligence (A.I.) in Marketing
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