Max Ball, Principal Analyst

Show Notes:

Generative AI signaled a major shift in vendor strategy for conversational AI. What do CX pros and customer service leaders need to know about the vendor landscape to be savvy customers? Principal Analyst Max Ball gives an overview of vendor history and motivations to quickly adopt generative AI for customer service applications. But will this evolution finally enable self-service applications to drive consistently good experiences? We ask: 

  • What’s changed with conversational AI? 
  • What players did Forrester evaluate in this space? 
  • How have vendors shifted their strategy? 
  • How were vendors able to pivot quickly? 
  • Consumers have been historically underwhelmed by self-service. Is there hope here? 

For more, see the Forrester report, The Forrester Wave™: Conversational AI For Customer Service