Save or Share this Report

For Application Development & Delivery Professionals

Future-Proof Your Customer Service: Build An AI-Infused Cognitive Contact Center

Changing Customer Journeys Require A Significant Shift In Contact Center Roles And Technologies

February 23, 2018

Primary author headshot

Authors

Why Read This Report

Increased automation and the greater diversity of customer contact channels will complicate, not simplify, the job of contact center agents. Application development and delivery (AD&D) professionals need to anticipate the looming crisis and start retooling their contact center architecture to be cognitive. In the next 10 years, cognitive contact centers will incorporate artificial intelligence (AI) to personalize agent/customer matching, augment agent capabilities, and offload management tasks, allowing firms to focus more on strategy.

Get Access

Already a Client?

Log in to read this document.

Become a Forrester Client

Customers are the new market-makers, reshaping industries and changing how businesses compete and win. Success depends on how well and how fast you respond. Forrester Research gives you insights and frameworks aligned to your role to shorten the time between a great idea and a great outcome, helping your teams win in the age of the customer. Contact us to learn more.

Purchase Report

This report is available for individual purchase ($499 USD).

Purchase

Table of Contents

  • Brands That Think The Future Is In Offloading Customers To AI Will Fail
  • The Cognitive Contact Center Will Establish Itself In The Next 10 Years
  • Recommendations

  • Four Steps To Making Your Contact Center Cognitive
  • Supplemental Material
  • Related Research Documents

Recommended Research