Predictions Report

Predictions 2018: Blended AI Will Disrupt Your Customer Service And Sales Strategy

Prepare For Dips In Customer Satisfaction And Service Levels

November 9th, 2017
Ian Jacobs, VP, Research Director
Ian Jacobs VP, Research Director
Kate Leggett, VP, Principal Analyst
Kate Leggett VP, Principal Analyst
Daniel Hong, null
Daniel Hong
Nick Barber, null
Nick Barber
John Bruno, null
John Bruno
Art Schoeller, null
Art Schoeller
With contributors:
Stephen Powers , Sarah Dawson , Peter Harrison

Summary

Artificial intelligence. All the craze. Application development and delivery (AD&D) professionals are on the frontline in learning how to use AI in customer service and sales. Whether that's through chatbots, robotic process automation, or virtual assistants, you have the task of setting expectations as to what's possible with AI. In 2018, it's time to make AI work. You must separate fact from fiction, and start understanding the operational aspects you need to support AI while still keeping tabs on areas where you can apply it to improve customer service and sales.

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