Report

New Tech: Conversational AI For Customer Service, Q2 2019

Forrester's Landscape Overview Of 42 Providers
May 23rd, 2019
With Contributors:
and Peter Harrison

Summary

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 underw

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