Gartner predicts AI to replace customer service for about 25% of companies in 2027

Per Gartner

Gartner has just shared their thoughts on how AI could potentially take away future jobs, especially in the customer service industry. The management consulting company says that by 2027, 25% of companies' main customer service channels could be replaced by artificial intelligence.

When ChatGPT took the world by storm and reached 100 million users in only two months since its inception, this had the world reassess how the tool could potentially eat away at the jobs of other people.

The company behind the tool, OpenAI, was even spotted hiring programmers to help teach the model code, sparking concerns about how the tool could potentially replace the jobs of certain programmers for basic code.

Gartner shares a new prediction of the AI chatbot's performance within five years and how it will become a "primary customer service channel." The report also highlighted how, despite the popularity of AI, low ROI, and other challenges are still being felt.

Gartner Customer Service & Support practice Sr Director Analyst, Uma Challa, gave a statement on how the chatbots have evolved and how they will play a key role in the future.

Challa:  “When designed correctly, chatbots can improve customer experience and drive positive customer emotion at a lower cost than live interactions.”

The Sr. Director Analyst also shared how CSS leaders are looking positively toward using chatbots in the future. However, there are still some issues that could be solved.

Challa: “CSS leaders have a positive future outlook for chatbots, but struggle to identify actionable metrics, minimizing their ability to drive chatbot evolution and expansion, and limiting their ROI,”

The report by Gartner shared key aspects where they believe chatbots could be inserted. Here they are.

• Create an appropriate chatbot deployment strategy
• Enhance customer containment
• Identify the most relevant chatbot metrics
• Adapt the metrics to their desired chatbot metric performance level
• Set up a cadence to review the chatbot metrics

Google stock fell drastically after its AI, Apprentice Bard, showed wrong info an a GIF ad it uploaded to Twitter.

See flow at unusualwhales.com/flow.

Other News:

• ChatGPT recorded 100,000,000 monthly active users in January
• Google, GOOGL, stock lost $100 billion after its AI chatbot gave a wrong answer in its preview

Resources:

Gartner