Gartner® Hype Cycle™ for Customer Service and Support Technologies, 2022

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Evaluate the Maturity and Risks of Customer Service & Support Technologies

Meeting the demand for high-quality service experiences has consistently increased as a priority for businesses. Providing self-service, automated services and AI-assistance to agents is helping to transform how service teams operate and carve paths toward seamless customer journeys. 

What you'll find in the report: 

  • Four pillars of great customer service and support technology 
  • User recommendations on which technologies best support customers and business outcomes 
  • A look at Sample Vendors – including Cognigy for Conversational AI and Chatbots – for each customer service and support technology 

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Gartner, Hype Cycle for Customer Service and Support Technologies, 2022, Drew Kraus, 19th July 2022 Gartner and Hype Cycle are registered trademarks of Gartner, Inc. and/or its affiliates in the U.S. and internationally and are used herein with permission. All rights reserved Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designations. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose. This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from Cognigy. 

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Set Expectations From Support Technologies

From the Hype Cycle Report

“Automating interactions in the enterprise has tremendous business impact that cannot be understated. The cost and number of employees in customer call centers, IT service desk and HR operations present a compelling business case.

Mature organizations are looking even further, toward using this technology for proactive conversations that would not previously have been possible without a strong reliance on human labor.”

About Gartner Hype Cycle

Gartner Hype Cycle provide a graphic representation of the maturity and adoption of technologies and applications, and how they are potentially relevant to solving real business problems and exploiting new opportunities.

Gartner Hype Cycle methodology gives you a view of how a technology or application will evolve over time, providing a sound source of insight to manage its deployment within the context of your specific business goals.

Cognigy: Solutions built for the enterprise

We are single-minded and focus on the needs of the enterprise. We deliver a platform solution that scales and addresses the multiple use cases and bots needed to support an organization and the people it serves. Our platform ensures that our customers can deliver services across all voice and chat channels, 24 hours every day and in all relevant local languages.

Available in on-premises and SaaS environments, and as a low-code solution it is easy to use. Our platform enables enterprises to have natural language conversations that go far beyond simple FAQs, to improve user experience, and customer satisfaction and loyalty all while increasing efficiencies and lowering costs.

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