Virtual assistants can improve CSPs’ omnichannel customer care strategies

14 April 2023 | Research

Raúl Simmons Pérez

Article | PDF (2 pages) | Customer Engagement

"CSPs' adoption of virtual assistants is likely to continue to increase in the next 5 years."


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.


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