{"id":358588,"date":"2025-08-28T11:13:59","date_gmt":"2025-08-28T05:43:59","guid":{"rendered":"https:\/\/www.technologyforyou.org\/?p=358588"},"modified":"2025-08-28T11:14:33","modified_gmt":"2025-08-28T05:44:33","slug":"gartner-survey-finds-self-service-and-live-chat-will-surpass-traditional-channels-as-top-customer-service-technologies-by-2027","status":"publish","type":"post","link":"https:\/\/www.technologyforyou.org\/gartner-survey-finds-self-service-and-live-chat-will-surpass-traditional-channels-as-top-customer-service-technologies-by-2027\/","title":{"rendered":"Gartner Survey Finds Self-Service and Live Chat Will Surpass Traditional Channels as Top Customer Service Technologies By 2027"},"content":{"rendered":"
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Phone and Email to Sharply Decline in Value As Customer Service Leaders Favor Digital Channels<\/span><\/strong><\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/section>\n<\/div>\n

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Technologies that support digital-first service will overtake traditional channels such as phone and email as the most valuable technologies for customer service and support leaders in the next two years, according to a survey by Gartner, Inc., a business and technology insights company.<\/p>\n

A survey of 265 customer service & support leaders conducted in April and May 2025 revealed that while AI agents are rising in value, they remain outside the top 10 customer service technologies ranked by leaders now and in two years\u2019 time (see Figure 1).<\/p>\n

\u201cLive chat, self-service portals, and knowledge management systems are solidifying their place as essential tools for fast, scalable support,\u201d said\u00a0J.J. Moncus<\/a>, Principal, Research in the\u00a0Gartner Customer Service & Support practice<\/a>. \u201cTo stay ahead, customer service leaders must focus on leveraging enhanced analytics, optimizing knowledge management, and using agent assist techniques to enhance the assisted-service experience.\u201d<\/p>\n<\/article>\n<\/div>\n

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Figure 1. Ranking of Valuable Customer Service and Support Technologies, Now and in Two Years\u2019 Time<\/h5>\n<\/div>\n
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Source: Gartner (July 2025)<\/p>\n<\/div>\n<\/section>\n<\/div>\n

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As Assisted Service Grows in Complexity, Agent Assist Enters The Top 10<\/h3>\n<\/div>\n<\/div>\n
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Gartner predicts that by the end of 2025, 73% of customer service organizations will have implemented agent assist solutions for their workforce. With many simple customer service cases now resolved in self-service, the remaining assisted service interactions are more complex. Agent assist can offer real-time customer insights and prompts, helping agents to resolve more complex cases more efficiently and focus on delivering high-quality experience.\u201cAgent assist can offer both valuable efficiency gains and customer experience benefits,\u201d said Moncus. \u201cThere are a wide variety of customer context and guidance use cases that can empower agents to resolve complex issues more easily.\u201d<\/p>\n<\/article>\n<\/div>\n
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AI Agents Show Promise, But Leaders Are Unconvinced<\/h3>\n<\/div>\n<\/div>\n
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While customer service leaders are excited about the potential of AI agents, the technology was ranked outside of the top 10 most valuable technologies both now and in two years\u2019 time.\u201cAI agents offer the potential for customer facing chatbots to take actions on the customer\u2019s behalf, expanding self-service resolution to include a wider variety of issue types,\u201d said Moncus. \u201cDespite this, many customer service leaders remain unconvinced. The technology is still developing, and some leaders are concerned about \u2018agent-washing\u2019, where products are marketed as \u2018agentic\u2019 when they are in fact just rule-based.\u201d<\/p>\n<\/article>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/section>\n<\/div>\n","protected":false},"excerpt":{"rendered":"

Phone and Email to Sharply Decline in Value As Customer Service Leaders Favor Digital Channels Technologies that support digital-first service will overtake traditional channels such as phone and email as the most valuable technologies for customer service and support leaders in the next two years, according to a survey by Gartner, Inc., a business and […]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[14083],"tags":[],"class_list":{"0":"post-358588","1":"post","2":"type-post","3":"status-publish","4":"format-standard","6":"category-technology-industry-news"},"_links":{"self":[{"href":"https:\/\/www.technologyforyou.org\/wp-json\/wp\/v2\/posts\/358588","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.technologyforyou.org\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.technologyforyou.org\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.technologyforyou.org\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.technologyforyou.org\/wp-json\/wp\/v2\/comments?post=358588"}],"version-history":[{"count":0,"href":"https:\/\/www.technologyforyou.org\/wp-json\/wp\/v2\/posts\/358588\/revisions"}],"wp:attachment":[{"href":"https:\/\/www.technologyforyou.org\/wp-json\/wp\/v2\/media?parent=358588"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.technologyforyou.org\/wp-json\/wp\/v2\/categories?post=358588"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.technologyforyou.org\/wp-json\/wp\/v2\/tags?post=358588"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}