AI and chatbots are exciting technologies full of potential, but as companies embrace AI-driven software, they must focus on augmenting employees, not replacing them.
The experts at Forrester predict that 2019 will bring backlash against chatbots that don't provide an ideal CX and that don't allow easy escalation to a human agent. They anticipate that 60% of chatbot deployments will provide poor escalation paths to live agents, which will be a major point of frustration for customers.
Read the report to learn more about Forrester's 2019 predictions for customer service and sales organizations, and remember that every chatbot should give customers the option to seamlessly connect to real, human agents.
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