How AI Will Transform Customer Service

Forrester _ The impact of AI on Customer Service

Why Read This Report

Artificial intelligence (AI) helps customer service agents complete repetitive, predictable tasks — or takes them over. Instead of replacing agents, AI will enhance their skills and allow them to move beyond routine tasks, like collecting and reporting information, to customer interactions requiring deeper insight and analysis.


This report is the first in a series about how enterprises can use human-assisted learning techniques to operationalize AI for customer service; application development and delivery (AD&D) pros supporting customer service operations can use it to understand AI’s status and value in customer service today and in the future.


Key Takeaways of AI in Customer Service

AI Is Transforming Customer Service

AI will make traditional customer service organizations more customer-centric and effective. It will transform business models and uncover new revenue streams.

Pragmatic AI Is Not A Single Technology

Pure AI aims to build machines with an overall intellectual ability that is indistinguishable from or even surpasses that of humans — but it’s still decades away. Pragmatic AI is comprised of discrete technologies that are advanced enough to add intelligence to customer service. Individually or in combination, they can learn, predict, adapt, and potentially operate autonomously.

Pragmatic AI Delivers Quantifiable Value

Today, pragmatic AI provides measurable value to customer service operations all stages of the customer service journey: prepurchase support, guiding customers to the right product choices, onboarding, and post-purchase support. preprocess

Language: English
Read more
Authors: Docent Ecommerce

Document type: Research Study

Publication date: 16-06-2017

Number of pages: 13

Share this report