When it comes to customer service, the relationship between artificial intelligence (AI) and human intelligence (HI) can only be described as … “it’s complicated”.
It began with early fears of AI replacing the customer service agent. Then we saw market backlash against bad bots pushing the focus back to human agents. Fortunately, the war is now over and love is in the air. According to Forrester Principal Analyst Art Schoeller, AI is not only improving CX, it’s also enhancing the human agent experience as well. As bots take on more simple tasks, agents are free to handle more complex questions and become better versed in the company’s policies and offers. The recognition amongst leading organizations is that excellent CX is a function of both engaged employees and intelligent chatbots, each taking on the customer journeys they’re best suited for.
Are you just getting started on creating your chatbot strategy? Or perhaps you’re trying to find the best way to maximize the effectiveness of your human agents with your AI-powered chatbot? Don’t worry, we’ve got you covered. Join us and Art Schoeller as he further explores the benefits of fostering a symbiotic relationship between bots and agents. Learn how your organization can strengthen the bond between your chatbot and customer service agents that turn your single customers into repeat customers.
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.