Entering the Age of the Virtual Assistant
Every decade it seems that a new computing interaction paradigm emerges. In the 1990s it was the Web, Mobiles set the agenda in the 2000s, while in our current decade we’ve seen a continued shift towards first generation Assistants such as Alexa and Siri.
However, with 2020 looming, we’re now experiencing a race to create a single interface for the user – and the Virtual Assistant era is upon us.
With Opus Research forecasting that spending on Enterprise Intelligent Assistants is set to quadruple over the next four years it’s clear that – when it comes to deploying today’s increasingly smart Virtual Assistant solutions – it’s no longer a matter of if but when. In its latest report – ‘Decision Makers’ Guide to Enterprise Intelligent Assistants’, Opus Research projects that the global market for Enterprise Intelligent Assistants is set to grow from around $1 billion in 2016 to around $4.5 billion by 2021.
Analyst firm Gartner also predicts that by 2020 customers will be managing 85% of their enterprise interactions without human contact. While only 1% of overall interactions are currently handled by a Virtual Assistant, Gartner estimates that this will grow 10x over the next three years – dramatically increasing the demand for and acceptance of conversational virtual assistants.
And with analysts also now claiming that 50% of all searches will be voice-powered by 2020, enterprises need to be thinking seriously about how they can handle this escalation in multi-channel access if they’re not to lose control of the user experience.
Whether its supporting those customers increasingly looking to engage via threaded messaging platforms such as WhatsApp, Facebook Messenger and WeChat, deflecting customers to web-based live chat applications, or encouraging engagement via the latest Virtual Assistants, it’s clear that organisations are now having to broaden digital front door access to their customer journeys.
Want to read more?
- Entering the Age of the Virtual Assistant
- Key Factors Driving the Shift towards Virtual Assistants
- Characteristics of successful Virtual Assistant deployments
- Sabio Virtual Assistant Technologyin Action – BGL’s Budget Becky
- Proven Virtual Assistant Expertise and Success with Sabio
- Ongoing Virtual Assistant Optimisation Support
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