While 2020 is still 2 years away, are we getting close to the 2011 Gartner prediction that "By 2020, customers will manage 85% of their relationships with the enterprise without interacting with a human."
I think we are a few years away from that, but with the use of chatbots (my 81 old year mother is happy using Facebook Messenger) use of Robots as seen mainly so far in Japan and the move to using personal assistants such as Siri, Alexa maybe we are not that far away.
The only thing impeding us is that many of us, still like to be able to pick up the phone and speak to people. How many us us have heard these IVR systems, the machine speaks the options and we just sigh as we want none of those options.
In 2011, Gartner had prophesied that "By 2020, customers will manage 85% of their relationships with the enterprise without interacting with a human." We are still a few years away from 2020, yet we can see that the prophesy is almost true. Artificial Intelligence (AI) is changing the customer experience as we used to know it.