Hype Cycle for Customer Service and Support Technologies, 2025
Many enterprises want to stand out through customer experience. But contact centers are still often seen as cost centers, which makes it tough for leaders to justify new technology investments when IT spending is under pressure.
Even with economic pressures, companies are still investing in customer service technologies—especially AI and GenAI—to make their teams more effective.
This Hype Cycle is designed to help customer service and support leaders cut through the hype and understand the maturity and risks of these technologies.
Gartner, Hype Cycle for Customer Service and Support Technologies, 2025, By Drew Kraus, 22 July 2025
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