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Conversational AI trends and predictions for customer service in 2023 | by Shipra Gupta | Dec, 2022
Image Source: https://www.g2.com/articles/chatbotDriven by the need to provide customer service at scale digitally and remotely, the pandemic period saw a big uptick in conversational AI adoption of almost a 250% increase across multiple industries. This trend continued at an even more accelerated pace in the post-pandemic world of 2022. Pressures imposed by macroeconomic headwinds encouraged customer service leaders to seek cost savings and efficiency through much deeper and wider adoption of automation and AI in contact centers. This quest for efficiency is well reflected in the increase of nearly 20% in the share of service organizations tracking case deflection in 2022 versus 2020.Given the significance of conversational AI or Bots in driving contact center efficiency and accelerating ...