Trends Report

Forrester Infographic: Conversational AI Raised Efficacy But Not CX During The Pandemic In Asia

January 20th, 2021
Vasupradha Srinivasan, Principal Analyst
Vasupradha Srinivasan Principal Analyst
With contributors:
Ashutosh Sharma , Merlina McGovern , Sukriti Dangi , Bill Nagel

Summary

Most organizations see value in service automation, especially when managing a crisis. Many have also made significant investments in service automation as a way to improve efficiency and customer experience (CX). Forrester surveyed more than 40 businesses across Asia Pacific (APAC) to help application development and delivery (AD&D) professionals understand the impact of automation on customer service and CX during the pandemic crisis.

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