根据市场调查机构 Gartner 公布的最新报告，全球客服中心（CC）正大力拥抱对话式 AI 和虚拟助手，预估 2023 年 CC 支出将达到 186 亿美元，比 2022 年增长 16.2%。不过从长期来看，客户体验（CX）领导者希望同时提高客户服务运营的效率和整体客户体验，因此生成式人工智能和日益成熟的对话式人工智能将加速客服中心平台的迭代升级。
在可以预见的未来，在全球客服中心中，增长最快的莫过于全球对话式人工智能和虚拟助理市场，在 2024 年预估会刺激实现 24% 的增长。客服中心决策者希望将对话式人工智能作为长期战略的一部分，减少对现场工作人员的依赖，会加大对话式人工智能功能的投资力度。
总体而言，Gartner 估计，到 2023 年，约有 3% 的交互将通过 CC AI 处理，到 2027 年将增长到 14%。
来源：IT之家
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