Gartner Forecasts Shift to AI-Only Service Channels by 2028
CSM Magazine
DECEMBER 16, 2024
By 2027, fraud attempts targeting service channels are expected to increase by 300% compared to 2023. If a customer can simply ask their phone for the answer, organizations will need to evaluate if their investments in self-service portals are paying off and consider possible customer-facing conversational AI solutions.
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