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For Application Development & Delivery Professionals

How AI Will Transform Customer Service

The Present And Future Of Artificial Intelligence In Contact Centers

June 16, 2017

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Why Read This Report

Artificial intelligence (AI) helps customer service agents complete repetitive, predictable tasks — or takes them over. Instead of replacing agents, AI will enhance their skills and allow them to move beyond routine tasks, like collecting and reporting information, to customer interactions requiring deeper insight and analysis. This report is the first in a series about how enterprises can use human-assisted learning techniques to operationalize AI for customer service; application development and delivery (AD&D) pros supporting customer service operations can use it to understand AI's status and value in customer service today and in the future.

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Table of Contents

  • AI Will Fundamentally Transform Customer Service
  • Use AI Pragmatically Throughout The Customer Service Journey
  • Recommendations

  • The Age Of Pure AI Is Years Away, But Pragmatic AI Is Here Today
  • Supplemental Material
  • Related Research Documents

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