Landscape Report

The Conversational AI For Customer Service Landscape, Q4 2023

Forrester’s Overview Of 30 Vendors That Provide Conversational AI Solutions

November 15th, 2023
Max Ball, Principal Analyst
Max Ball Principal Analyst
With contributors:
Ian Jacobs , Sarah Morana , Arianne Burnette

Summary

You can use conversational AI for customer service to improve customer service, reduce costs for the brand, and create better agent experiences. But to realize these benefits, you’ll first have to select from a diverse set of vendors that vary by size, type of offering, geography, and product differentiation. Customer service leaders should use this report to understand the value they can expect from a conversational AI vendor, learn how vendors differ, and investigate options based on size and market focus.

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