AI Investments — Industry Insights, Data, and Solutions For Business Leaders

Conversational AI Capabilities Will Help Drive Worldwide Contact Center Market to 16% Growth in 2023 — Gartner

Worldwide contact center (CC), CC conversational AI, and virtual assistant end-user spending are projected to total $18.6 billion in 2023, an increase of 16.2% from 2022, according to Gartner, Inc. Near-term investment growth rates for AI and virtual assistants are expected to dip as business volatility creates a lengthening of decision cycles. Longer-term, generative AI will accelerate contact center platform replacement as CX leaders look to improve the efficiency of customer service operations and the overall customer experience.

Staff ReportsJuly 31, 2023gartner, Gartner Inc., Generative AI, AI Investments, emerging technology

Two-thirds of Organizations in Asia/Pacific are Exploring, or Have Invested in, Generative AI Technologies in 2023 -- IDC

According to a recent IDC report, about 32% of the Asia/Pacific organizations surveyed expressed their commitment to invest in generative AI technologies, with 38% exploring use cases to implement Generative AI. These digital-first enterprises are looking to apply generative AI as a key lever to elevate enterprise intelligence and drive internal efficiencies.

Future of Work, Emerging MarketsStaff ReportsMay 24, 2023Generative AI, IDC, AI Investments