Gartner Finds Only One-Quarter of AI Customer Service Use Cases Produce ROI

Customer service teams are actively increasing their investments in artificial intelligence technology, yet economic value remains largely elusive. A recent analysis conducted by research firm Gartner reveals that only one-quarter of AI use cases in customer service actually produce a return on investment (ROI).

The Gap Between Investment and Returns

The findings are based on a comprehensive Gartner analysis of 432 distinct AI use cases released last month. Despite the low percentage of implementations that yield a clear financial return, organizations and customer service departments continue to channel more funding and resources into these technological solutions.

What This Means for AV Integrators

For audiovisual integrators designing and deploying AI-enabled customer experience and communication systems, these findings suggest a need for caution. Integrators may want to focus on thoroughly vetting specific use cases and setting realistic financial expectations with clients, rather than assuming all AI feature integrations will automatically translate into direct economic value.