Vision Report

Tacit Knowledge Will Power The AI-Led Contact Center

 and  three contributors
Jan 23, 2025

Summary

Large language models (LLMs) have significantly expanded AI’s potential in customer service, but unless companies harness the crucial tacit knowledge from their contact center agents, the full potential of automation to reduce costs and improve customer service will never materialize. What must change: Brands must transition to AI-led customer service interactions that human experts support in the background. How? Brands must first push their vendor partners to develop next-gen agent workspaces that effectively capture and harness agents’ tacit knowledge, but the evolution will likely take years. In this report, we discuss how to prepare for far-reaching internal changes beyond the tech itself.

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).