Forrester: AI Will Fundamentally Transform Customer Service
AI improves the economics and capabilities of everything around us. Amazon and Netflix recommend products based on our history, Yahoo and Facebook tag photos, Waze and Google get us to our destination more effectively, Lyft and Uber precisely communicate arrival times of our drivers.
Consumers are starting to expect intelligent experiences – personal, contextual to their immediate situation, and highly relevant – every time they interact with a company. And customer service interactions are no exception.
AI can assist agents in completing repetitive tasks, or even completely take these tasks over. Yet, instead of replacing humans entirely, AI will enhance agents’ skills and allow them to focus their attention beyond routine tasks. Agents instead will handle customer interactions that require deeper insight, and analysis. These interactions will often take longer to resolve and are opportunities to nurture profitable customer relationships which are increasingly rare in a digital-first world.
AI, for customer service will:
Read the entire article here, AI Will Fundamentally Transform Customer Service · Forrester
via the fine folks at Forrester Research.