Mar 20, 2018
San Francisco/Düsseldorf, 20.03.2018 – Cognigy was cited in the 27 February 2018 Gartner research note titled, “Digital Disruption Profile: Conversational UX”.
As conversational interfaces are becoming more widely adopted by customers across commercial and government enterprise, organizations are looking to industry experts to guide them about which solutions are best for their business and how they can transform their business in a way that is going to drive revenue and increase customer satisfaction across these new channels.
As mentioned in the research note, “By 2020, over 500 million consumers will make purchases using voice-enabled conversational AI on digital commerce platforms, growing from 160 million today.” At Cognigy, we believe that this is driven by the novel user experiences that chat and voice-based interfaces can deliver. Personalized, conversational interfaces will augment traditional interfaces such as websites and apps and will in turn lead to more personalized, intimate user experiences and customer satisfaction.
Gartner’s research note also forecasts a growing focus on corporate environments and home/digital workplace crossovers: “While conversational AI has also been predominantly targeted at consumers and their interactions, there will be a growing focus on corporate environments and home/digital workplace crossovers moving forward.” We can already see this development in the market, with many of our customers looking to apply conversational AI not only for marketing and consumer interaction purposes, but also inside the enterprise to facilitate better helpdesk support, HR automation and many more tasks that previously required human interaction.
If you want to explore how conversational UX can be applied in your organization, contact us today to learn more.
Sources: Gartner, “Digital Disruption Profile: Conversational UX,” David Yockelson, 27 February 2018.
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