Trends Report

Shortening And Automating Human Service Interaction Backfires

February 19th, 2020

Summary

Don’t expect automation to replace customer service in the short term. Automated service that blocks access to human help is a nightmare. When customers feel neglected, they take it out on human agents. Great customer service representatives don’t have to put up with bad working conditions.

Want to read the full report?

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.