Q&A with Ian Jacobs of Forrester: Chatbots and Automation in Customer Care

Q&A with Ian Jacobs of Forrester: Chatbots and Automation in Customer Care
Forrester Q&A
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Ian Jacobs, Principal Analyst at Forrester, answers four key questions about chatbots and automation in customer care:

  • As chatbots and self-service offload routine cases from agents, how can we better equip our team to handle the more complex issues that are left?
  • What are some key considerations for implementing a chatbot that has a positive effect on the customer experience?
  • What metrics should we be evaluating to measure the success of chatbots and self-service?
  • What are some best practices for evolving our chatbot capabilities to improve the experience for agents and customers?

Access this exclusive Q&A to learn Ian's expert recommendations on using chatbots to enhance customer experience.


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