In the age of digital transformation, business leaders are reimagining their operations with Artificial Intelligence (AI) and Robotic Process Automation (RPA) at the center, and Customer Service is no exception.
Kate Leggett, Principal Analyst at Forrester, in her January 2019 article, The Three Customer Service Megatrends in 2019, identifies the first trend:
“AI upends customer service operations. Automation and AI help agents complete repetitive, predictable tasks — or take over those tasks completely and interact with customers autonomously to add value. They allow organizations to manage the ballooning volumes of interactions across an increasing number of channels without increasing agent headcount. The result? Agents are no longer essential to scale.”
Join this webinar with Alan Hester, President at Nividous to learn how to leverage automation, data, and agents together exploiting each of their unique strengths and drive better customer satisfaction.