Trends Report

The Second Coming Of Digital-First Customer Service Solutions

AI Fuels Differentiated Digital Customer Service Experiences

February 28th, 2018
Ian Jacobs, VP, Research Director
Ian Jacobs VP, Research Director
Kate Leggett, VP, Principal Analyst
Kate Leggett VP, Principal Analyst
With contributors:
Daniel Hong , Sarah Dawson , Peter Harrison

Summary

Chat, chatbots, messaging platforms, the internet of things, video, and cobrowsing: Customers are turning to these new technologies for customer support at an ever-increasing rate. Vendors that provide AI-fueled digital customer service solutions complement and extend the capabilities of traditional customer service solutions to handle these new channels and orchestrate new experiences. This report highlights the emergence of and need for this important new category of customer service solutions for application development and delivery (AD&D) professionals.

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