According to Gartner, "Virtual Assistants have the potential to transform the nature of application use for the workforce and customers. Conversational initiation of business processes combined with system-initiated events will increase accessibility to business workflows."

Gartner further says, "As they mature, VAs will rapidly shift in focus from being transaction-centric to user-centric whether for employees or customers."

Gartner, Hype Cycle for Natural Language Technologies, 2020, 6 July 2020, Bern Elliot, Anthony Mullen, Adrian Lee, Stephen Emmott


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