New Wave Report

Five Lessons From The Forrester New Wave™: Conversational AI For Customer Service, Q2 2019

These New Technologies Require Novel Approaches To Purchasing Enterprise Software

September 16th, 2019
With contributors:
Daniel Hong , Caleb Ewald , Peter Harrison


Earlier this year, Forrester evaluated 14 different conversational AI for customer service solutions. During that research, we identified five key lessons that brands considering such technologies should pay attention to. These lessons are not focused on specific vendors but rather the complete technology category. This report spells out the five lessons and what customer service application professionals should do about them.

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Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.