Trends Report

Generative AI: What It Means For Customer Service

July 7th, 2023
With contributors:
David Truog , Max Ball , Melissa Parrish , Evan Megan , Jen Barton


Generative AI has the potential to transform contact center operations. Although the risks of the technology mean it’s not yet a good fit for customer-facing use cases, customer service leaders can begin using generative AI now to improve content creation, accelerate data analysis, and streamline agent workflows.

Want to read the full report?

Contact us to become a client

This report is available for individual purchase ($1495).

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.