Introduction: Why Gartner’s Matrix Matters for Contact Centre AI Strategy

In the ever-accelerating world of customer service technology, few names carry as much authority as Gartner. Their latest Customer Service AI Use-Case Assessment is both timely and practical, providing contact centre executives with a clear, structured way to evaluate which AI use cases deliver real value, which may require calculated risks, and which offer only incremental gains in today’s landscape.

This article translates Gartner’s findings into practical considerations for decision-makers, highlighting what to prioritise, where to experiment, and how to turn AI trends into operational wins.

Decoding Gartner’s AI Use-Case Assessment

Gartner classifies customer service AI use cases across three smart categories—each reflecting a unique balance of value and real-world feasibility:

1. Likely Wins: High Value, High Feasibility

These are the AI applications you can (and should) bet on right now. They deliver tangible benefits, are mature enough for production, and offer fast returns for contact centres: