Conversational AI deployment can reduce agent labour cost by $80bn: Gartner

One in 10 agent interactions will be automated by 2026, estimates consultancy firm

Conversational artificial intelligence (AI) at contact centres—places where organisations manage customer interactions—will by 2026 reduce agent labour costs by $80 billion, according to Gartner.
 
Worldwide spending on conversational AI solutions at contact centres is forecast to reach $1.99 billion in 2022, said the research and consultancy firm. “Gartner estimates that there are approximately 17 million contact center agents worldwide today,” said Daniel O’Connell, VP analyst at Gartner. “Many organizations are challenged by agent staff shortages and the need to curtail labour expenses, which can represent up to 95 per cent of contact center costs. Conversational AI makes agents more