Thirty-seven percent of service leaders are either piloting or using artificial intelligence (AI) bots and virtual customer assistants (VCAs), and 67 percent of those leaders believe they are high-value tools in the contact center, according to a recent survey by Gartner, Inc. In recent years, no other channel technology has piqued customer service and support leaders’ interest more than AI bots and VCAs, according to Gartner’s Technology Roadmap Survey.