Trends Report

How AI Will Transform Customer Service

The Present And Future Of Artificial Intelligence In Contact Centers

June 16th, 2017
Kate Leggett, VP, Principal Analyst
Kate Leggett VP, Principal Analyst
With contributors:
Riccardo Pasto , Stephen Powers , Rob Koplowitz , Chad Rafferty

Summary

Artificial intelligence (AI) helps customer service agents complete repetitive, predictable tasks — or takes them over. Instead of replacing agents, AI will enhance their skills and allow them to move beyond routine tasks, like collecting and reporting information, to customer interactions requiring deeper insight and analysis. This report is the first in a series about how enterprises can use human-assisted learning techniques to operationalize AI for customer service; application development and delivery (AD&D) pros supporting customer service operations can use it to understand AI's status and value in customer service today and in the future.

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