Forrester Report: Three Customer Service Megatrends in 2019


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The Three Customer Service Megatrends In 2019: As AI Eats Jobs, Agents Are More Valued

With automation and artificial intelligence (AI), customer service operations become more efficient.

Great customer service is not just about cutting costs or making operations more efficient.

Instead, it's a systematic reinvention of established technology, data, and operations — leveraging automation, data, and agents together to exploit each of their unique strengths and deliver experiences in line with customer expectations.

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