Predictions Report

Predictions 2019: Customer Service And Sales

Invest In Humans In 2019, As Chatbot Backlash Will Emerge

November 8th, 2018
With contributors:
Stephen Powers , Mary Shea, PhD , Sarah Dawson , Peter Harrison


The promises of AI have yet to make a material impact in customer service and sales. Companies cannot simply replace employees with AI-driven software, as customers and markets are becoming far more complex. Application development and delivery (AD&D) pros should read this report for Forrester's predictions in the customer service and sales software space, including changes to technology, customer backlash against chatbots, and more. Prepare for a new playing field for customer service and sales in 2019.

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