Is your customer service organization experiencing a bit of "chatbot mania?"
If so, you're not alone. Many companies are trying to cut costs and increase efficiency by replacing their live agents with customer care chatbots, but taking agents out of the equation is not the best way to truly become more efficient while improving the customer experience.
In this report, the experts at Forrester dive into four approaches to agent augmentation (vs. replacement), as well as the benefits of a blended approach.
Body Content 2 Token (optional)