Forrester shares their perspective on AI in customer service.

Forrester’s Ian Jacobs was invited as a featured speaker in our recent webinar. In this short video, he shares his perspective on how AI can be effective within customer service. He also provides clear recommendations on how you can start achieving efficiency today.

Watch the video to learn about:

  • How to create compelling experiences by selecting the right problems to automate
  • Different approaches in blending AI with human agents successfully
  • Why you should strive for cost optimization, not cost displacement
  • Why most companies do not expect to change their headcount after deploying AI
  • Why so many brands create disappointing AI experiences


  • Ian Jacobs, Principal Analyst, Forrester (Featured Webinar Guest)