Gartner unveils its 2027 technology trends, and voice AI makes the list
Gartner analyst Gene Alvarez presented the list at a summit in Orlando; the trend most relevant to customer support is voice AI that understands conversations and makes decisions.
What's happening
According to Gartner Newsroom, Gartner announced its list of the strategic technology trends organizations need to explore in 2027. In Alvarez's view, voice remains the enterprise's highest-volume interaction channel, but a decade of customer support automation has failed to deliver the accuracy, speed and resolution rates expected of it. Alvarez says speech models that understand and reason through conversations will close that gap at scale and could automate complex conversations as well.
Whose desk it lands on
The contact center leader. Where does your voice-channel automation stand today on accuracy, speed and resolution rate?
Our view
The CX Brief's interpretation, not a claim made by the source.
For customer experience, the most relevant claim on the list is what Alvarez says about speech models. Gartner believes the gap in this channel can close; if so, it may be too early to shelve contact center automation as “tried it, didn't work.”
