With the volume and complexity of digital customer support channels on the rise, a number of organizations are turning to chatbots to help relieve the burden.

Chatbots are great at taking on many of the menial tasks that become tiresome to humans, but they can’t replicate the human touch – to provide optimal customer experiences, organizations must learn how to blend AI with human agents in the moments that matter most.

Guest speaker Art Schoeller, vice president and principal analyst at Forrester Research, will explain how to blend human and virtual agents to optimize results and improve both customer and agent satisfaction.

Key Takeaways:

  • How your organization can handle increasing customer support volumes without driving up costs
  • Why improperly-mapped journeys can actually increase customer frustration
  • Easy ways to blend AI and agents to increase automation without losing human emotion

Meet Our Speaker

Art Schoeller, Vice President & Principal Analyst, Forrester Research
As vice president and principal analyst at Forrester Research, Art Schoeller supports Application Development & Delivery (AD&D) Professionals who plan, build, and run unified communications and contact center workloads for enterprises.

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