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.

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.