{"id":7880,"date":"2019-01-11T00:27:29","date_gmt":"2019-01-10T18:57:29","guid":{"rendered":"https:\/\/www.technologyforyou.org\/?p=7880"},"modified":"2019-01-11T00:29:51","modified_gmt":"2019-01-10T18:59:51","slug":"25-percent-of-digital-workers-will-use-virtual-employee-assistants-daily-by-2021-gartner","status":"publish","type":"post","link":"https:\/\/www.technologyforyou.org\/25-percent-of-digital-workers-will-use-virtual-employee-assistants-daily-by-2021-gartner\/","title":{"rendered":"25 Percent of Digital Workers Will Use Virtual Employee Assistants Daily by 2021 : Gartner"},"content":{"rendered":"
\n
\n

\u2022 Gartner Analysts to Discuss Employee Engagement and Agility at the Gartner Digital Workplace Summits 2019, May 29-30 in Orlando and September 12-13 in London.<\/span><\/h4>\n<\/blockquote>\n<\/div>\n
\n
The use of\u00a0virtual assistants\u00a0(VAs) in the workplace is growing. By 2021, Gartner, Inc. predicts that 25 percent of digital workers will use a virtual employee assistant (VEA) on a daily basis. This will be up from less than 2 percent in 2019.\u00a0<\/span>The contact center was the pilot and testing ground for many adopters of VAs, but with the democratization of\u00a0artificial intelligence<\/a>\u00a0(AI) and the development of accurate and clever conversational UIs, different types of VA have arisen : Virtual Personal Assistants (VPAs), Virtual Customer Assistants (VCAs) and Virtual Employee Assistants (VEAs).<\/span>\u201cWe expect VEAs to be used by an increasing number of organizations over the next three years,\u201d said\u00a0Annette Jump, senior director at Gartner.<\/strong> \u201cIndustries such as insurance and financial services are showing strong interest in piloting VEAs internally. We\u2019ve also witnessed VAs being used in IT, customer service and information queries.\u201d<\/span><\/p>\n

Examples include Amazon’s Alexa for Business helping employees delegate tasks such as scheduling meetings and logistics operations, and Nokia’s MIKA\u00a0helping engineers find answers as they perform complex tasks or diagnose problems. \u201cUltimately, VAs used in the workplace and VEAs will increase employee productivity and foster constructive engagement,\u201d added Ms. Jump.<\/span><\/p>\n

The market for conversational platforms \u2014 VAs and\u00a0chatbots<\/a>\u00a0\u2014 includes more than 1,000 vendors worldwide. However, over the next couple of years, a race to provide new capabilities will result in the vendor landscape changing drastically. \u201cIT leaders looking to implement a conversation platform should determine the capabilities they need from such a platform in the short term, and select a vendor on that basis,\u201d said Ms. Jump.<\/span><\/p>\n

Voice Interfaces Built for Business Will Multiply<\/strong><\/span><\/p>\n

Gartner predicts that, by 2023, 25 percent of employee interactions with applications will be via voice, up from under 3 percent in 2019. Although most chatbots and VAs are still text-based, AI-enabled speech-to-text and text-to-speech hosted services are improving rapidly. As a result, deployment of voice-based solutions will grow.<\/span><\/p>\n

\u201cWe believe that the popularity of connected speakers in the home, such as the Amazon Echo, Apple HomePod and Google Home, will increase pressure on businesses to enable similar devices in the workplace,\u201d said\u00a0Van Baker, vice president at Gartner.<\/strong> \u201cWhile there are limitations on the actions that VPAs can perform, employees will readily expand the actions allowed as capabilities improve.\u201d<\/span><\/p>\n

Gartner predicts that consumer and business spending on VPA speakers will top $3.5 billion in 2021.<\/strong>\u00a0<\/span>A recent example of the integration of VPA speakers in the enterprise is the partnership of Amazon with Marriott. The hotel operator uses Alexa-powered Echo VAs to assist with checkout procedures and management of rooms\u2019 amenities.<\/span><\/p>\n

In the healthcare sector, remote diagnostics and elder-care applications will be enabled by VPA speakers. Some are already being piloted. \u201cVoice technology is also already being used by physicians to document patient data within electronic health records,\u201d added Mr. Baker. \u201cVoice recognition technology can also be used to place orders for tests and medications, which will save time. Undoubtedly, other companies will bring voice interactions with applications into the clinical setting, so that speech capabilities will rapidly become standard within most healthcare applications.\u201d<\/span><\/p>\n

Voice interfaces free digital workers from having to use a mouse and keyboard when interacting with business applications. This freedom can benefit frontline workers greatly. \u201cEnabling voice interaction with applications will ultimately enhance the\u00a0digital dexterity<\/a>\u00a0of workers who have access to them,\u201d said Mr. Baker.<\/span><\/p>\n

Gartner 2019 Predicts<\/strong><\/span><\/p>\n

More predictions for all aspects of the IT industry can be found in the Gartner Trend Insight Report\u00a0\u201cPredicts 2019: Leadership Means Expanding Options, Not Limiting Them\u201d<\/a>, a collection of research aimed at helping CIOs and IT leaders focus on how the landscape is shifting for individuals, businesses and IT organizations.<\/span><\/p>\n

Gartner Digital Workplace Summit<\/strong><\/span><\/p>\n

Digital workplace trends will be discussed further at the Gartner Digital Workplace Summits 2019, taking place from May 29-30 in\u00a0Orlando<\/a>, Florida,\u00a0U.S., and September 12-13 in London, U.K.<\/span><\/p>\n<\/article>\n<\/div>\n","protected":false},"excerpt":{"rendered":"

\u2022 Gartner Analysts to Discuss Employee Engagement and Agility at the Gartner Digital Workplace Summits 2019, May 29-30 in Orlando and September 12-13 in London. The use of\u00a0virtual assistants\u00a0(VAs) in the workplace is growing. By 2021, Gartner, Inc. predicts that 25 percent of digital workers will use a virtual employee assistant (VEA) on a daily […]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[4],"tags":[3129,96,3132,3130,3131],"class_list":{"0":"post-7880","1":"post","2":"type-post","3":"status-publish","4":"format-standard","6":"category-technology","7":"tag-digital-workers","8":"tag-gartner","9":"tag-virtual-customer-assistants","10":"tag-virtual-employee-assistants","11":"tag-virtual-personal-assistants"},"_links":{"self":[{"href":"https:\/\/www.technologyforyou.org\/wp-json\/wp\/v2\/posts\/7880","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=7880"}],"version-history":[{"count":0,"href":"https:\/\/www.technologyforyou.org\/wp-json\/wp\/v2\/posts\/7880\/revisions"}],"wp:attachment":[{"href":"https:\/\/www.technologyforyou.org\/wp-json\/wp\/v2\/media?parent=7880"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.technologyforyou.org\/wp-json\/wp\/v2\/categories?post=7880"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.technologyforyou.org\/wp-json\/wp\/v2\/tags?post=7880"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}