Following the announcement of AI customer assistants at Microsoft Ignite, TechRepublic's Alison DeNisco met with Gartner's research vice president Annette Zimmerman to discuss how an increasing amount of businesses are adopting virtual assistants.
"Even though this technology has been around for quite a while—virtual personal assistant—the enhancement with AI is really important, and this is where we see lots of vendors going," Zimmerman said. And it's already a competitive market.
SEE: Research: 63% say business will benefit from AI (Tech Pro Research)
According to Zimmerman, in a few years, 25% of all customer interactions will have some form of virtual customer experience, or assistant, going across many different channels. "We want to offload a lot of work that real people are doing right now to machines, obviously to make it a really good experience," she said. "It needs to be a very good experience for consumers to adopt it, of course."
For enterprises looking to integrate virtual customer assistants into their business model, she suggests first deciding what type of experience or interaction your company wants to achieve. From there, enterprises can then look at the different capabilities vendors offer, and then choose which type of language processing fits their needs.
- Why businesses are lining up behind Amazon Alexa in the virtual assistant race (TechRepublic)
- Walmart taps Google Assistant for voice shopping, setting stage for future of commerce (TechRepublic)
- IBM's new Watson-powered AI assistant helps corporate IT better manage endpoints (TechRepublic)
- Virtual digital assistants will overtake world population by 2021 (ZDNet)
- Personal virtual assistants will become part of the enterprise IT ecosystem: Unisys (ZDNet)
Leah Brown has nothing to disclose. She does not hold investments in the technology companies she cover.
Leah Brown is the Associate Social Media Editor for TechRepublic. She manages and develops social strategies for TechRepublic and Tech Pro Research.