Customer service may look very different in 2020

Twenty-five percent of customer service and support operations will integrate virtual customer assistant (VCA) or chatbot technology across engagement channels by 2020, up from less than two percent in 2017, according to Gartner. 

4 key lessons for early AI adopters to remember

As with most emerging or unfamiliar technologies, early adopters are facing many obstacles to the progress of AI in their organisations. Gartner analysts have identified the following four lessons that have emerged from these early AI projects.

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