Worldwide contact center (CC) and CC conversational AI and virtual assistant end-user spending is projected to total $18.6 billion in 2023, an increase of 16.2% from 2022, according to Gartner, Inc. Read more here. GartnerIT GartnerSYM
“Near-term investment growth rates for CC and CC conversational AI and virtual assistants are expected to dip as business volatility creates a lengthening of decision cycles,” said Megan Marek Fernandez, Director Analyst at Gartner. “Longer-term,and growing maturity of conversational AI will accelerate contact center platform replacement as customer experience leaders look to simultaneously improve the efficiency of customer service operations and the overall customer experience.
The global conversational AI and virtual assistant market represents the fastest-growing segment in the contact center forecast, helping to spur 24% growth in 2024 . Conversational AI capabilities are receiving greater investment as contact center decision makers look to incorporate conversational AI as part of a long-term strategy to reduce reliance on live agents.
Table 1. Worldwide Contact Center and CC Conversational AI and Virtual Assistant End-User Spending Forecast
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