PAT Group has been listed in the Gartner report “Market Guide for Virtual Customer Assistants” published the 7th December 2017 as one of 28 world representative vendors for “Virtual Customer Assistants”.
According to Gartner “A virtual customer assistant (VCA) is a business application that simulates a conversation in order to deliver information and, if advanced, takes action on behalf of the customer to perform transactions. But VCAs are not just a single technology: they have developed on the back of foundational technologies, capabilities and market factors. The market for VCAs is steadily growing as organizations continue to implement them for handling customer requests on websites, mobile apps, consumer messaging apps and social networks. The advantages of automated self-service — together with the continuously refined ability to escalate to a human agent in complex situations — has convinced more than 50% of organizations to invest in these solutions for customer service.”
As Gartner said in its “Strategic Planning Assumption“: By 2020, 25% of customer service and support operations will integrate virtual customer assistant technology across engagement channels, up from less than 2% in 2017.
PAT has been acknowledged by Gartner for its Virtual Customer Assistant solution called Engagent, as one of 28 representative vendors in the world.
“We are very proud to be acknowledged, for the second year, by Gartner as a representative vendor in the Virtual Customer Assistant market” said Patrizio Bof, CEO of PAT Group. “We are constantly working in the development and evolution of our Customer Care, multichannel and proactive solutions. We believe this mention by Gartner is proof of our dedication and innovation that we are transmitting day by day to our solutions” concludes Bof.