Assessing Gen AI's Impact in the Contact Center, Part 2
No Jitter, Thursday, February 15th, 2024
In this second part of No Jitter's Conversations in Collaboration with Forrester senior analyst Christina McAllister, what's at stake for every generative AI pilot is defined
In this current series we're asking industry leaders to talk about how AI can boost productivity - and how we define what productivity even is - with the goal of helping those charged with evaluating and/or implementing Gen AI to have a better sense of which technologies will best meet the needs of their organizations and customers.
This is part two of our conversation with Christina McAllister, a senior analyst at Forrester, who helps customer service and customer experience (CX) leaders transform their strategies and capabilities in the age of the customer McAllister's research focuses on the technologies that enable and augment the customer service agent. These include customer service cloud platforms and applications, AI-infused agent workspaces, conversation intelligence, and digital engagement channels. Her research also explores how AI is transforming contact center operations and the agent experience.