I don't even need to think about this heading in order to come to conclusion it could very well be true. Call Centre automation technology has the ability to rip out upto 95% of the costs of conducting contact centre transactions, and yet it has been deployed and designed so badly in the past that it is almost universally hated by everyone. Almost everyone has a tale of woe about a bad voice self-service experience and it's even de rigeur for comedians to make fun of it.
When I saw Kevin Bridges at the Edinburgh festival this year, he was at it regarding a cinema booking line. (Which incidentally does have a fundamental flaw that I spoke about at a conference almost 10 years ago, and it hasn't been improved). It's exactly this kind of lip service to good design that needs to be challenged. And there's no excuse not to do so, and do so well, when the savings can be so high.
For what it's worth, I think Gartner are totally wrong on this one. The technology is absolutely mature enough for the big time - what isn't mature enough is the commitment to user-centric design rather than cost-oriented and departmentally siloed project mentality.
Here's some of the article: