Author: Anthony Mullen
Anthony Mullen
Anthony Mullen is a senior director analyst at Gartner. His research focuses on virtual personal assistants, bots, artificial intelligence, conversational platforms, smart cities, predictive analytics and user data. Anthony will be presenting at the Gartner Customer Experience & Technologies Summit in Sydney on 17-18 June.
To cope with the avalanche of digital information and activities, customers — like organisations — are increasingly turning to automation. There’s a lot of discussion about how enterprises continue to invest in artificial intelligence (AI) to save time and money, but we often overlook the next generation of customers being equally amenable to conducting their personal experiences the same way. The reality is that customers have to engage with endless digital activities over their lifetime. Assigning these activities to their virtual personal assistants (VPAs), chatbots and other self-service tools will grow over the next 10 years. Shift in customer self-service…