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For Application Development & Delivery Professionals

New Tech: Conversational AI For Customer Service, Q2 2019

Forrester's Landscape Overview Of 42 Providers

May 23, 2019

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Why Read This Report

Conversational AI for customer service — AKA chatbots or virtual agents — is both trendy and disappointing simultaneously. For every brand that touts benefits like contact deflection and cost reduction, there is another that scrapped a pilot due to underwhelming results. But as the technology matures, so does enterprise savviness around use cases and best practices. This report focuses on 33 emerging vendors in this space. Customer service application pros should use it to understand the capabilities within major market segments and inform their technology strategies.

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Table of Contents

  • Conversational AI For Customer Service Is Booming
  • Established Customer Service Vendors Are Adding AI
  • Conversational AI Has Seen A Major Boom In The Past Three Years
  • Even In A Startup-Heavy Space, Maturity Varies Widely
  • Two AI PhDs In A Garage Is Not The Only Model For Chatbot Startups
  • Recommendations

  • Look Beyond Cost Savings In Your Conversational AI Program
  • Supplemental Material
  • Related Research Documents

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