How virtual assistants can form part of CSPs’ multi-channel customer care strategies

17 February 2023 | Research

Raúl Simmons Pérez

Strategy report | PPTX and PDF (14 slides) | Customer Engagement

"Spending on VAs worldwide will grow at a CAGR of 27.4% during the forecast period, driven by CSPs’ initiatives to reduce pressure on call centres, to improve customer satisfaction and to reduce costs." 


Agent-focused customer care strategies are unsustainably expensive, have low levels of digitalisation and frustrate customers. A growing number of communications service providers (CSPs) plan to address these concerns by adopting virtual assistants (VAs), which will help them to augment and consolidate their customer service options.

Information included in this report

  • How virtual assistants can work alongside customer service agents to form a multi-channel customer care strategy
  • How virtual assistants can improve agent productivity to provide an additional digital self-service sales channel
  • Case studies of existing CSP deployments of virtual assistants


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