Summary
While firms are investing in automation solutions to address issues like rising support volumes, few have a robust, connected automation strategy. They’re mostly deploying discrete solutions, and even then not in great numbers — questioning the adoption, effectiveness, and tangible impact of automation by enterprises in areas like customer service interaction management. This low adoption also prompts the need to validate what firms plan to achieve with automation and to move from tactical solutions like RPA, DPA, and chatbots to transformative automation powered by a connected data and insights layer. This report provides a snapshot of Forrester’s data on the use of discrete automation solutions.
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