Artificial intelligence in customer service

In 2019, the hyperbole surrounding artificial intelligence in customer service is set to be replaced with a dose of reality.   

In this hub we explore how customer service leaders can pragmatically approach the implementation of AI, assessing the impact on their employees, the merits of different types of AI tech and the expectations customers have of their future interactions with AI. 

What is an AI-powered virtual agent?
Blog
By
Forrester
Independent research and advisory firm