Customer Service Leaders to Pilot Conversational GenAI in 2025

Gartner: Eighty-five percent of customer service leaders will explore or pilot a customer-facing conversational generative AI (GenAI) solution in 2025, according to a survey by Gartner, Inc.

A Gartner survey of 187 customer service and support leaders conducted in July through August 2024 found 44% of leaders report exploring a customer-facing GenAI voicebot, in addition to 11% who are already piloting this technology, and 5% who have this solution deployed.

“More than seventy-five percent of customer service and support leaders said they feel pressure from executive leadership to implement GenAI,” said Kim Hedlin, Senior Principal, Research in the Gartner Customer Service & Support Practice. “The customer service function has a growing level of influence over AI initiatives. This historically people-and-process driven function has evolved into a technology-focused one.”

“Service and support leaders are eager to deploy conversational GenAI, but they cannot ignore existing issues with knowledge management,” said Hedlin. “To overcome these challenges, service and support leaders need to dedicate resources to building an AI-optimized knowledge base in order to achieve their objectives.”