Report

How AI And Automation Drive Better Customer Service Experiences

Follow Six Simple Steps To Avoid Frustrating Customers When Deploying AI And Automation In Customer Service

February 16th, 2021
With contributors:
Martin Gill, Clarissa Skinner, Peggy Dostie

Summary

AI and automation are in demand for companies exploring ways to reduce their call center costs. But when companies fail to take the right approach, they disappoint both customers and employees. This report explains how to avoid the common pitfalls that can ruin ROI and how to blend human and AI customer service successfully, reducing costs while also improving experiences.

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Forrester helps business and technology leaders use costumer obsession to accelerate growth. That means empowering you to put the costumer at the center of everything you do: your leadership strategy, and operations. Becoming a costumer-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.