Landscape Report

New Tech: Conversational AI For Customer Service, Q2 2019

Forrester's Landscape Overview Of 42 Providers

May 23rd, 2019
Ian Jacobs, VP, Research Director
Ian Jacobs VP, Research Director
With contributors:
Daniel Hong , Sarah Dawson , Peter Harrison

Summary

Conversational AI for customer service — AKA chatbots or virtual agents — is both trendy and disappointing simultaneously. For every brand that touts benefits like contact deflection and cost reduction, there is another that scrapped a pilot due to underwhelming results. But as the technology matures, so does enterprise savviness around use cases and best practices. This report focuses on 33 emerging vendors in this space. Customer service application pros should use it to understand the capabilities within major market segments and inform their technology strategies.

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