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Following the lead of consumer-oriented VDAs like Alexa, Cortana and Siri, businesses are expected to begin to adopt business-focused Virtual Digital Assistants (VDAs). In 2017, enterprise users already were using VDAs to help with tasks like workflows and business processes. Tractica estimates that by 2025 there will be more than one billion VDAs in use by enterprises, generating $7.7 billion in yearly revenues.
Artificial Intelligence is powering the rapid growth and sophistication of VDAs in the enterprise. VDAs have been used primarily to assist with customer support, but increasingly will be helping with other tasks, particularly tasks that are highly repetitive.
Mark Beccue, principal analyst at Tractica, said that “in the past 3 years, significant advances in combining natural language processing (NLP) with other forms of AI, primarily machine learning and deep learning, have made enterprise VDAs more intelligent and more useful. This advancement and other market factors have begun to expand the use cases for enterprise VDAs beyond customer service & marketing. Other notable use cases for enterprise VDAs include e-commerce and sales, business applications, healthcare, foreign language tutoring, and tax filing and processing.”