Robots May Become Go-To Customer Service Reps

Robots May Become Go-To Customer Service Reps

By Richard Adhikari • CRM BuyerECT News Network

Aug 26, 2017 12:49 PM PT


The customer service robot market will be worth US$88 million by 2022, according to a report Tractica released earlier this week. Annual shipments are expected to increase from 2,730 units in 2016 to nearly 4,800 in 2022.

The robots will be both humanoid and non-humanoid. However, telepresence robots, chatbots, and stationary customer interactive systems that don’t have moving parts are not included in the count.

Nearly half of all customer service robots will be deployed in the Asia Pacific Region; other significant markets will be North America and Europe.

Demand for customer service robots is driven by the following factors, according to the report:

  • interactive marketing and re-branding strategies;
  • the cost of human staff;
  • customer service digitization and competition;
  • robotics as a tool for customer behavioral analytics;
  • the shifting roles of human staff; and
  • initiatives to promote robots for the service industry, particularly in Japan and China.

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