By 2028, 30% of Fortune 500 companies could use AI-only service channels [Video]

Gartner’s predictions outline a future where AI-enabled channels revolutionize customer service, presenting opportunities and challenges for CIOs.

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As businesses race toward digital transformation, Gartner has forecasted a game-changing shift in customer service strategies for Fortune 500 companies. By 2028, 30% of these enterprises are expected to streamline their service operations through single, AI-enabled channels capable of handling text, image, and sound interactions.

This shift will redefine how enterprises handle customer service, moving from multichannel approaches to a streamlined, AI-enabled system.

The research emphasized the transformative potential of conversational AI, driven by advancements in generative AI (GenAI).

“As generative AI continues to mature, it will facilitate seamless voice interactions that meet customers’ demands for simplicity and efficiency,” Patrick Quinlan, Senior Director Analyst at Gartner said in a research report explaining that voice-based customer service, often deemed outdated, is poised to evolve significantly.

Rethinking multichannel strategies

With the growing complexity of customer service and rising …