Log in
Log in
Or log in with
GoogleGoogle
Twitter Twitter
Facebook Facebook
Apple Apple     
Sign up
Or log in with
GoogleGoogle
Twitter Twitter
Facebook Facebook
Apple Apple     

GARTNER, INC.

(IT)
  Report
Delayed Nyse  -  04:04 2022-09-29 pm EDT
278.67 USD   -0.97%
04:31aGartner Poll Finds Less Than 10% of CFOs Plan to Decrease Customer Service Spending Within the Next Year
AQ
09/28Gartner : Survey Shows 74% of Supply Chain Leaders Expect Circular Economy to Increase Profits Through 2025
PU
09/27Gartner Says Chief Supply Chain Officers Must Take Three Actions to Navigate Ongoing Macro and Micro Disruption
AQ
SummaryQuotesChartsNewsRatingsCalendarCompanyFinancialsConsensusRevisionsFunds 
SummaryMost relevantAll NewsAnalyst Reco.Other languagesPress ReleasesOfficial PublicationsSector newsMarketScreener Strategies

Gartner Predicts Chatbots Will Become a Primary Customer Service Channel Within Five Years

07/28/2022 | 05:28am EDT

Chatbot Investment on the Rise but Low ROI and Other Challenges Persist.

By 2027, chatbots will become the primary customer service channel for roughly a quarter of organizations, according to Gartner, Inc.

'Chatbots and virtual customer assistants (VCAs) have evolved over the past decade to become a critical technology component of a service organization's strategy,' said Uma Challa, Sr Director Analyst in the Gartner Customer Service & Support practice. 'When designed correctly, chatbots can improve customer experience and drive positive customer emotion at a lower cost than live interactions.'

A Gartner customer service and support (CSS) survey of 50 respondents conducted online in January and February 2022 revealed 54% of respondents are using some form of chatbot, VCA or other conversational AI platform for customer-facing applications.

'CSS leaders have a positive future outlook for chatbots, but struggle to identify actionable metrics, minimizing their ability to drive chatbot evolution and expansion, and limiting their ROI,' said Challa. 'Benchmarking chatbot performance metrics at one organization against that of its peers is not effective and can be misleading because chatbot type, design and complexity vary widely by organization.'

CSS leaders seeking to effectively deploy and measure chatbot performance as part of their service and support channel strategies should:

Create an appropriate chatbot deployment strategy based on use cases and the complexity of service interactions. Plan early and consider all dependencies to ensure the necessary resources are available.

Enhance customer containment and reduce customer effort by improving chatbot usability.

Identify the most relevant chatbot metrics (e.g., goal completion rate, abandonment rate, conversation steps, handle time, etc.) based on the organization's unique context.

Adapt the metrics to their desired chatbot metric performance level, or baseline, by considering the chatbot design and complexity.

Set up a cadence to review the chatbot metrics against the established baseline to gain insights into strengths and prioritize opportunities.

Gartner clients can read more in: 'Chatbot Metrics: Understanding Measures to Maximize Success' and 'Risks to Know and Mitigate Before Deploying Chatbots.' Learn more in the complimentary ebook, 'The Customer Service Chatbot Deployment Guide.'

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.

More information is available online at www.gartner.com/en/customer-service-support. Follow news and updates from the Gartner Customer Service & Support Practice on LinkedIn using #GartnerCSS. Members of the media can find additional information and insights in the Gartner Newsroom.

Media Contacts

Katie Costello

Gartner

katie.costello@gartner.com

Matt LoDolce

Gartner

matt.lodolce@gartner.com

(C) 2022 Electronic News Publishing, source ENP Newswire

All news about GARTNER, INC.
04:31aGartner Poll Finds Less Than 10% of CFOs Plan to Decrease Customer Service Spending Wit..
AQ
09/28Gartner : Survey Shows 74% of Supply Chain Leaders Expect Circular Economy to Increase Pro..
PU
09/27Gartner Says Chief Supply Chain Officers Must Take Three Actions to Navigate Ongoing Ma..
AQ
09/27Gartner Marketing Survey Finds Nearly One-Third of Consumers are Planning to Spend Less..
AQ
09/23Gartner Finance Survey Shows 55% of Functions Aiming for a Touchless Close by 2025
AQ
09/22Fortinet Named a Leader in the 2022 Gartner« Magic Quadrant(TM) for SD-WAN for Third Co..
AQ
09/21Gartner Says General Counsel Are Not Delivering on Director Management Activities
AQ
09/20Schneider Electric Ranks #1 For Thir : Europe Top 15
AQ
09/19Gartner : Should You Rely On Your Cloud Provider For Business Continuity?
PU
09/19Gartner Survey Shows 49% of HR Leaders Named Innovating For Success As One Of Their Top..
AQ
More news
Analyst Recommendations on GARTNER, INC.
More recommendations
Financials (USD)
Sales 2022 5 389 M - -
Net income 2022 648 M - -
Net Debt 2022 1 728 M - -
P/E ratio 2022 35,2x
Yield 2022 -
Capitalization 22 256 M 22 256 M -
EV / Sales 2022 4,45x
EV / Sales 2023 3,96x
Nbr of Employees 16 600
Free-Float 46,9%
Chart GARTNER, INC.
Duration : Period :
Gartner, Inc. Technical Analysis Chart | MarketScreener
Full-screen chart
Technical analysis trends GARTNER, INC.
Short TermMid-TermLong Term
TrendsBearishBullishNeutral
Income Statement Evolution
Consensus
Sell
Buy
Mean consensus OUTPERFORM
Number of Analysts 9
Last Close Price 281,39 $
Average target price 327,75 $
Spread / Average Target 16,5%
EPS Revisions
Managers and Directors
Eugene A. Hall Chief Executive Officer & Director
Craig Warren Safian Chief Financial Officer & Executive Vice President
James C. Smith Director
Michael Diliberto Chief Information Officer & Executive VP
William Otto Grabe Independent Director
Sector and Competitors
1st jan.Capi. (M$)
GARTNER, INC.-15.83%22 256
ACCENTURE PLC-36.82%165 683
TATA CONSULTANCY SERVICES LTD.-18.80%135 891
AUTOMATIC DATA PROCESSING, INC.-5.93%96 327
INFOSYS LIMITED-26.12%71 573
SNOWFLAKE INC.-48.68%55 611