According to a December 11, 2024, report by Gartner, 30% of Fortune 500 companies are expected to offer customer service exclusively through a single, AI-enabled channel by 2028. This unified channel will facilitate seamless communication across text, image, and sound, simplifying customer interactions and enhancing satisfaction. The shift is driven by the complexities and costs associated with multichannel service models, which often result in fragmented customer experiences and decreased retention.
Advancements in voice-enabled conversational AI are central to this transition, enabling effortless transitions between communication modes within the same interaction. Gartner also forecasts that by 2028, 70% of customer service journeys will commence and conclude via conversational AI assistants integrated into mobile devices, such as Apple AI and Google Gemini. This trend reflects consumers’ preference for quick, seamless solutions over traditional service channels. However, Gartner warns of a potential 300% increase in fraud attempts by 2027 compared to 2023 levels, as fraudsters exploit conversational AI tools. To mitigate this risk, organizations are advised to implement robust identity verification and multi-layered security measures.
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