Gartner, the world leader in technology research and advice, announces that the use of Virtual Assistants (VA) in the workplace is growing. According to Gartner research, by 2021, 25% of professionals will use Virtual Employee Assistant (VEA) on a daily basis. In 2019, that number will be lower than 2%.
The customer service industry has been the entry field for many users regarding virtual assistants. But with the democratization of Artificial Intelligence (AI) and the development of more accurate and intelligent conversational interfaces, different types of platforms are emerging, with emphasis on virtual personal assistants (VPA) and virtual assistants for customers (VCA), in addition to of AEV systems.
"We estimate that employee-specific virtual assistants will be used by an increasing number of organizations over the next three years," says Annette Jump, Senior Director at Gartner. "Industry such as insurance and financial services are showing strong interest in using VEA solutions internally. We also see the use of this type of technology in IT consultation, customer service and for information."
Examples include the development of platforms like Amazon's Alexa for Business, which helps employees delegate tasks such as scheduling meetings and logistics operations; and Nokia's MIKA, dedicated to helping engineers find answers while performing complex tasks or diagnosing problems. "Ultimately, business virtual assistants are used in the workplace and VEA capabilities increase employee productivity and promote constructive engagement," explains the Director.
The worldwide market for conversational platforms – virtual assistants and chatbots – currently includes more than 1,000 providers. For the next two years, however, the search for new features is expected to cause a drastic change in the supplier landscape. "IT leaders looking to implement a conversational platform should determine the capabilities they need from such a platform in the short term and select a vendor based on that," says Annette.
Voice interfaces built for businesses will multiply
Gartner predicts that by 2023, 25% of employee interactions with apps will be through voice recognition – well above the predicted 3% for 2019. While most chatbots and VA are still text-based, forum services and learning are improving rapidly. As a result, the deployment of voice-based solutions will increase.
"We believe the popularity of connected home speakers like the Amazon Echo, Apple HomePod and Google Home will increase pressure on businesses to enable similar devices in the workplace," says Van Baker, Vice President of Gartner. "While there are still limitations on the type of use these devices can currently perform, it is expected that employee engagement and demand for these technologies can expand the presence and possibilities for action with these devices as resources improve. ", he explains.
Gartner estimates that consumer and business spending on virtual assistance equipment will exceed $$ 3.5 billion in 2021.
A recent example of VPA speaker integration in the marketplace is Amazon's partnership with the Marriott chain. Currently, the company's hotels use Echo VAs, Alexa-powered speakerphones, to assist with customer checkout procedures and manage room amenities.
In the healthcare sector, remote diagnostics and apps for elder care will be enabled by personal virtual assistance systems. Some are even being tested. "Voice technology is also being used by physicians to document patient data within electronic health records," explains Baker. "Voice recognition solutions can also be used to order tests and drugs, which will save time. Undoubtedly, other companies will bring voice interactions with applications into the clinical setting, so that speech capabilities quickly become the standard used by most health apps".
Voice interfaces free professionals from having to use a mouse and keyboard when interacting with business applications. This freedom can greatly benefit managers and business leaders. "Enabling voice interaction with apps will increase the digital ease of employees who have access to them," says Baker.
The customer service industry has been the entry field for many users regarding virtual assistants. But with the democratization of Artificial Intelligence (AI) and the development of more accurate and intelligent conversational interfaces, different types of platforms are emerging, with emphasis on virtual personal assistants (VPA) and virtual assistants for customers (VCA), in addition to of AEV systems.
"We estimate that employee-specific virtual assistants will be used by an increasing number of organizations over the next three years," says Annette Jump, Senior Director at Gartner. "Industry such as insurance and financial services are showing strong interest in using VEA solutions internally. We also see the use of this type of technology in IT consultation, customer service and for information."
Examples include the development of platforms like Amazon's Alexa for Business, which helps employees delegate tasks such as scheduling meetings and logistics operations; and Nokia's MIKA, dedicated to helping engineers find answers while performing complex tasks or diagnosing problems. "Ultimately, business virtual assistants are used in the workplace and VEA capabilities increase employee productivity and promote constructive engagement," explains the Director.
The worldwide market for conversational platforms – virtual assistants and chatbots – currently includes more than 1,000 providers. For the next two years, however, the search for new features is expected to cause a drastic change in the supplier landscape. "IT leaders looking to implement a conversational platform should determine the capabilities they need from such a platform in the short term and select a vendor based on that," says Annette.
Voice interfaces built for businesses will multiply
Gartner predicts that by 2023, 25% of employee interactions with apps will be through voice recognition – well above the predicted 3% for 2019. While most chatbots and VA are still text-based, forum services and learning are improving rapidly. As a result, the deployment of voice-based solutions will increase.
"We believe the popularity of connected home speakers like the Amazon Echo, Apple HomePod and Google Home will increase pressure on businesses to enable similar devices in the workplace," says Van Baker, Vice President of Gartner. "While there are still limitations on the type of use these devices can currently perform, it is expected that employee engagement and demand for these technologies can expand the presence and possibilities for action with these devices as resources improve. ", he explains.
Gartner estimates that consumer and business spending on virtual assistance equipment will exceed $$ 3.5 billion in 2021.
A recent example of VPA speaker integration in the marketplace is Amazon's partnership with the Marriott chain. Currently, the company's hotels use Echo VAs, Alexa-powered speakerphones, to assist with customer checkout procedures and manage room amenities.
In the healthcare sector, remote diagnostics and apps for elder care will be enabled by personal virtual assistance systems. Some are even being tested. "Voice technology is also being used by physicians to document patient data within electronic health records," explains Baker. "Voice recognition solutions can also be used to order tests and drugs, which will save time. Undoubtedly, other companies will bring voice interactions with applications into the clinical setting, so that speech capabilities quickly become the standard used by most health apps".
Voice interfaces free professionals from having to use a mouse and keyboard when interacting with business applications. This freedom can greatly benefit managers and business leaders. "Enabling voice interaction with apps will increase the digital ease of employees who have access to them," says Baker.
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