Live agent telephony will continue its slow decline in terms of the proportion of interactions handled, and in absolute terms, there will be a very slight decline in the next four years, although there is likely to be a move towards using alternative devices, such as Amazon Echo and Google Home for example. As older demographics become more comfortable with using it, email will increase slightly to 13-14% of inbound interactions by the end of 2021.

Download to view the full report.