TECH SUPPLIER Jul 2019 - IDC Survey - Doc # EUR143340818

The Transformative Power of Chatbots Across Finance, Retail, Manufacturing, and Telecom in Europe

By: Andrea MinonneSenior Research Analyst, Customer Insights & Analysis

On-line Presentation


This IDC Survey analyzes the current state and projected adoption of artificial intelligence (AI) across four vertical markets Europe in 2019. The vertical markets examined in the study include finance, retail, manufacturing, and telecom. This IDC Survey focuses on how automated customer service agents are becoming more relevant in business agendas across Western Europe and Central & Eastern Europe. Chatbots are transforming both internal processes and external interface with customers, accelerating customer experiences through digital transformation. This study provides a key reference for IT vendors supplying this use case across the four verticals.

The survey is based on the results of the IDC European Vertical Markets Survey, 2018–2019, which involved 2,759 companies with more than 10 employees in over 77% of the European economy (the U.K., Germany, France, Italy, Spain, the Netherlands, the Nordics, Russia, Poland, and Czech Republic). The vertical markets considered include finance (banking and insurance), manufacturing, healthcare, telecom/media, utilities/oil and gas, retail/wholesale, professional services, transport/accommodation, and government/education.


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