New Wave Report

Five Lessons From The Forrester New Wave™: Conversational AI For Customer Service, Q2 2019

These New Technologies Require Novel Approaches To Purchasing Enterprise Software

September 16th, 2019
Ian Jacobs, VP, Research Director
Ian Jacobs VP, Research Director
With contributors:
Daniel Hong , Caleb Ewald , Peter Harrison

Summary

Earlier this year, Forrester evaluated 14 different conversational AI for customer service solutions. During that research, we identified five key lessons that brands considering such technologies should pay attention to. These lessons are not focused on specific vendors but rather the complete technology category. This report spells out the five lessons and what customer service application professionals should do about them.

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