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Forrester: AI-Fueled Customer Service Delivers Real Results

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AI will change the nature of work. Look at the rise of driverless cars and ridesharing — two services that are fueled by AI. Customer service for these services is going to look much different than it does now.

AI today is still in its infancy; AI applications span discrete capabilities, all of which are rapidly evolving. Yet even at this early stage, AI is having measurable impact on customer service.

AI-Infused Pre-sales Customer Service Boosts Conversion And Revenue

Pre-sales customer service spans activities to support a customer before they make a purchase. Our data at Forrester shows that uncertainty inhibits purchase decisions — especially for online shoppers who buy products that they have never experienced in person.

Customer service organizations can intervene in the customer journey via an invitation to chat or co-browse at points of struggle or abandonment, like during  checkout, or session inactivity. They also intervene opportunistically at points in the journey best suited for customers to accept a coupon, an offer, or additional advice. They accomplish this via analytics; intent models determine the best outcomes and machine learning refines them over time.

Read the entire article here, AI-Fueled Customer Service Delivers Real Results · Forrester

via the fine folks at Forrester Research.

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Forrester Research Forrester (Nasdaq: FORR) is one of the most influential research and advisory firms in the world. We work with business and technology leaders to develop customer-obsessed strategies that drive growth. Forrester’s unique insights are grounded in annual surveys of more than 500,000 consumers and business leaders worldwide, rigorous and objective methodologies, and the shared wisdom of our most innovative clients. Through proprietary research, data, custom consulting, exclusive executive peer groups, and events, the Forrester experience is about a singular and powerful purpose: to challenge the thinking of our clients to help them lead change in their organizations.

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