Predicting what the future of customer service will be like a few years from now there is absolutely no room for doubt that artificial intelligence is going to transform the way businesses interact and engage with customers. In fact, chatbots are already dramatically changing the way customer service is provided in various industries. Gartner predicts that by 2020, customers will manage 85% of their relationship with the enterprise without interacting with a human. A survey by Oracle found that 8 out of 10 businesses have already implemented or are planning to adopt AI as a customer service solution by 2020. According to a recent report by Grand View Research, the global chatbot market is expected to reach $1.23 billion by 2025, a compounded annual growth rate (CAGR) of 24.3%. Within the global chatbot market, approximately 45% of end users prefer chatbots as the primary mode of communication for customer service inquires. Does the rise of chatbots mean the decline of human powered Live Chat and which one is going to win the customer service game in the foreseeable future? We asked some of the most respected customer service thought leaders to share their opinions on that, and here’s what they … Continue reading AI Chatbots Vs. Human Powered Live Chat: Which is Winning the Customer Service Game?
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