{"id":51276,"date":"2024-12-16T14:52:55","date_gmt":"2024-12-16T14:52:55","guid":{"rendered":"https:\/\/www.customerservicemanager.com\/?p=51276"},"modified":"2024-12-16T14:59:56","modified_gmt":"2024-12-16T14:59:56","slug":"gartner-forecasts-shift-to-ai-only-service-channels-by-2028","status":"publish","type":"post","link":"https:\/\/www.customerservicemanager.com\/gartner-forecasts-shift-to-ai-only-service-channels-by-2028\/","title":{"rendered":"Gartner Forecasts Shift to AI-Only Service Channels by 2028"},"content":{"rendered":"<img decoding=\"async\" loading=\"lazy\" class=\"aligncenter size-full wp-image-51286\" src=\"https:\/\/www.customerservicemanager.com\/wp-content\/uploads\/2024\/12\/fp-9837493864903643333321.jpg\" alt=\"AI robot taking to man\" width=\"598\" height=\"409\" srcset=\"https:\/\/www.customerservicemanager.com\/wp-content\/uploads\/2024\/12\/fp-9837493864903643333321.jpg 598w, https:\/\/www.customerservicemanager.com\/wp-content\/uploads\/2024\/12\/fp-9837493864903643333321-300x205.jpg 300w\" sizes=\"(max-width: 598px) 100vw, 598px\" \/>\n<p><strong>Gartner forecasts that by 2028, 30% of Fortune 500 companies will provide customer service through a single AI-driven channel capable of handling text, images, and sound.<\/strong><\/p>\n<p>Today, managing service across multiple channels is costly and often leaves customers frustrated. To simplify interactions, many companies are rethinking their omnichannel strategies. They are turning to <a href=\"https:\/\/www.customerservicemanager.com\/what-is-agentic-ai\/\">advanced AI systems<\/a>, especially those with voice capabilities, to streamline the customer experience.<\/p>\n<p>Rather than juggling separate channels, businesses will adopt unified AI systems that seamlessly switch between formats\u2014like voice, chat, or video\u2014during the same interaction.<\/p>\n<p><img decoding=\"async\" loading=\"lazy\" class=\"alignleft size-full wp-image-51289\" src=\"https:\/\/www.customerservicemanager.com\/wp-content\/uploads\/2024\/12\/patrick-quinlan.jpg\" alt=\"Patrick Quinlan, Senior Director Analyst, Gartner\" width=\"150\" height=\"150\" srcset=\"https:\/\/www.customerservicemanager.com\/wp-content\/uploads\/2024\/12\/patrick-quinlan.jpg 150w, https:\/\/www.customerservicemanager.com\/wp-content\/uploads\/2024\/12\/patrick-quinlan-100x100.jpg 100w, https:\/\/www.customerservicemanager.com\/wp-content\/uploads\/2024\/12\/patrick-quinlan-120x120.jpg 120w\" sizes=\"(max-width: 150px) 100vw, 150px\" \/>\u201cAs GenAI continues to mature and facilitate seamless voice interactions, voice-based customer service isn\u2019t going away. It will instead evolve to meet customers\u2019 needs for a more simple service experience,\u201d said <a href=\"https:\/\/www.linkedin.com\/in\/patrickq\/\" target=\"_blank\" rel=\"noopener\">Patrick Quinlan<\/a>, Senior Director Analyst, in the <a href=\"https:\/\/www.gartner.com\/en\/customer-service-support\" target=\"_blank\" rel=\"noopener\">Gartner Customer Service and Support practice<\/a>. \u201cService and support leaders must pivot from a long-held focus on which channels customers use, to a focus on how customers want to communicate.\u201d<\/p>\n<p>Gartner made additional predictions about customer service trends leading up to 2028:<\/p>\n<ul>\n<li>By 2028, 70% of service interactions will start and finish within third-party virtual assistants on mobile devices.<\/li>\n<li>Increased use of generative AI has shifted how people find and process information.<\/li>\n<li>A 2024 Gartner survey found that 45% of respondents use generative AI at home, work, or both.<\/li>\n<\/ul>\n<p>\u201cOfficial customer service channels are higher-effort and more complicated, and customers will be drawn to third-party AI platforms that offer quick fixes and more seamless navigation,&#8221; said Quinlan. \u201cIf a customer can simply ask their phone for the answer, organizations will need to evaluate if their investments in\u00a0<a href=\"https:\/\/www.gartner.com\/en\/customer-service-support\/trends\/build-your-customer-self-service-portal\" target=\"_blank\" rel=\"noopener\">self-service<\/a>\u00a0portals are paying off and consider possible customer-facing conversational AI solutions.\u201d<\/p>\n<p>Gartner also highlighted a rise in security risks. By 2027, <a href=\"https:\/\/www.customerservicemanager.com\/contact-center-fraud-a-guide-to-identification-and-prevention\/\">fraud attempts targeting service channels<\/a> are expected to increase by 300% compared to 2023.<\/p>\n<p>Fraudsters are likely to exploit conversational AI to breach systems and deceive agents. To counter this, companies will adopt stricter identity verification methods and multiple security layers, even for basic tasks.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Gartner forecasts that by 2028, 30% of Fortune 500 companies will provide customer service through a single AI-driven channel capable of handling text, images, and sound. Rather than juggling separate channels..<\/p>\n","protected":false},"author":108,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[4],"tags":[],"_links":{"self":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/51276"}],"collection":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/users\/108"}],"replies":[{"embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/comments?post=51276"}],"version-history":[{"count":15,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/51276\/revisions"}],"predecessor-version":[{"id":51295,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/51276\/revisions\/51295"}],"wp:attachment":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/media?parent=51276"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/categories?post=51276"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/tags?post=51276"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}