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Gartner Group have recently identified the following four emergent trends for using Chatbots in the Enterprise:

1.  Call Center Help Desk: Chatbots are reducing the cost of customer queries by handling more and more of the customer conversations, with handoffs to help desk workers when appropriate.

2.  Operational Approvals: Chatbots are reducing the cost of coordination for facilitating supervisory responses to operational exceptions, where there is a need for a human intervention to decide “approve”, “deny” or “defer”.  

3.  Workflow Logistics: Chatbots are streamlining parts of the workflow by orchestrating work in response to an emergent need. This can include triggers from systems or from sensors (ala Internet of Things).

4.  Scheduling Logistics: Chatbots are reducing the cost of coordination for scheduling meetings as they interact with messaging and diary systems.    


Gartner projects that more than 85% of customer interactions will be managed without a human by 2020. In my opinion, this prediction seems excessively high. However, the sentiment that citizen, customer, employee and supplier relationships are going to fundamentally change is correct.


The blended solution of Chatbot and workforce conversations will revolutionize the way we do services. This does not mean “85% of customer interactions will be managed without a human”, because the fundamental shift is a rethink of experiences and relationships.


It is inevitable that some enterprises will simply want to leverage just the basic economics of Chatbots such as:

  1. Access 24/7 for every day of the year
  2. Unlimited parallel conversations
  3. Available via omnichannels (all necessary touchpoints)
  4. Support greater self-management, self-service and self-sufficiency
  5. Enable up-skilling, down-skilling and workforce agility


These are just a few of the benefits, but there are a lot more as the “revolution in conversations” gains momentum over the next few years.   




Comments: (2)

Ketharaman Swaminathan
Ketharaman Swaminathan - GTM360 Marketing Solutions - Pune 23 October, 2017, 12:452 likes 2 likes

Given some of the humans I interact with everyday, I wish Gartner's prediction came true tomorrow. Can Chatbots Replace Humans?


Dharmesh Mistry
Dharmesh Mistry - AskHomey - Reading 23 October, 2017, 13:111 like 1 like

Please could you share the title of the source report (Gartner) for this post.

I'd say one of the key benefits should be consistent, better and auditable decision/communication. But clearly the risks in managing customer relationship is a lack of empathy / emotional bond. This might be ok on the mass market, but bots will need to support relationship managers as well rather than just customers at the top end.

In some countries (Nordics) they have already crossed 90% interactions being digital. Other countries/regions like the UK are certainly moving that way...


Freddie McMahon

Freddie McMahon

Director Strategy and Innovation

DF2020 Ltd

Member since

04 Aug 2017



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