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.
Log in to continue reading
Client log in
Welcome back. Log in to your account to continue reading this research.
Become a client
Become a client today for these benefits:
- Stay ahead of changing market and customer dynamics with the latest insights.
- Partner with expert analysts to make progress on your top initiatives.
- Get answers from trusted research using Izola, Forrester's genAI tool.
Purchase this report
This report is available for individual purchase ($1495).