25% digital workers to use virtual employee assistants by 2021: Report
The use of virtual assistants in the workplace is growing manifold with 25 per cent of digital workers likely to use a virtual employee assistant daily by 2021, as against less than 2 per cent in 2019, said a global research and advisory firm. According to a report by Gartner, Inc, the contact centre was the pilot and testing ground for many adopters of virtual assistants (VAs), but with the democratisation of artificial intelligence (AI) and the development of accurate and clever conversational user interfaces (UIs), different types of VA have arisen: virtual personal assistants (VPAs), virtual customer assistants (VCAs) and virtual employee assistants (VEAs). We expect VEAs to be used by an increasing number of organisations over the next three years, said Annette Jump, senior director at Gartner. "Industries such as insurance and financial services are showing strong interest in piloting VEAs internally. We've also witnessed VAs being used in IT, customer servic