Virtual assistants can improve CSPs’ omnichannel customer care strategies

Virtual assistants have become increasingly prevalent in the telecoms industry and are likely to reach mainstream adoption among communications service providers (CSPs) in the next 5 years. CSPs’ spending on virtual assistants will grow at a CAGR of 27.4% to USD2.5 billion worldwide by 2027, driven by initiatives to reduce pressure on call centres, improve customer satisfaction and reduce costs associated with call centres, which are unsustainably high for most CSPs.