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Forrester First Insight

As the coronavirus dominates the global headlines, businesses should take the opportunity to develop business continuity plans specifically for pandemics—focusing on customer, employee, and partner needs. Read more »

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  • Report New Tech: Conversational AI For Customer Service, Q2 2019

    Forrester's Landscape Overview Of 42 Providers
    May 23, 2019 | Ian Jacobs

    Conversational AI for customer service — AKA chatbots or virtual agents — is both trendy and disappointing simultaneously. For every brand that touts benefits like contact deflection and cost...

  • Report Now Tech: Chatbots For IT Operations, Q1 2019

    Forrester's Overview Of 29 Chatbots For IT Operations Providers
    March 4, 2019 | Charles Betz, Will McKeon-White

    You can use chatbots for IT operations to automate workflows and provide access to information, expand employee self-service, and improve tasks such as incident response. But to realize these...

  • Report New Tech: Conversational Computing Platforms, Q1 2018

    Forrester's Landscape Overview Of 21 Providers
    February 27, 2018 | Rob Koplowitz

    Voice input and control is the next human-computer frontier. The largest vendors are investing in conversational platforms; at the same time, smaller, well-funded players look to drive disruption....

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