Predicts 2025: Voice-Based Customer Service Isn’t Going Anywhere

As customer service leaders struggle to shift phone interactions to digital channels, the advent of generative AI (GenAI), capable of facilitating seamless voice interactions, is encouraging leaders to reevaluate their strategies. Gartner expects that by 2028, 30% of Fortune 500 companies will offer service through a single, AI-enabled channel which provides multiple communication methods. These advancements also present opportunities for fraudsters which could impact leaders’ efforts to drive profitable growth. By 2027, service organizations could see a 300% increase in fraud attempts over 2023 levels. Join this complimentary Gartner customer service and support webinar as Gartner experts discuss 2025 predictions on how voice-based customer service will change and share recommendations to mitigate associated risks. You will walk away from this session with answers to your vital questions and recommended actions to help you achieve your goals.

• Hear customer service and support predictions for 2025

• Understand implications of each prediction for your service and support organization

• Prepare for future circumstances including channel consolidation, mobile third-party assistants and fraud
  
  

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