Chatbots

Chatbots can be a helpful tool . . . or a source of customer frustration. Forrester’s insights provide guidance on the capabilities and limits of chatbots in customer service and beyond.

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Insights

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Build Better Help-Desk Chatbots

William McKeon-White April 2, 2021
Chatbots haven't lived up to their promise. Learn the the three common missteps firms make in rolling out their chatbot initiatives.
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After Retail Banking, Now Banks Must Transform Their Corporate Banking

Arnav Gupta February 26, 2021
Digital transformation is coming to corporate banking. Corporate banking today is antiquated due to its highly customized and complex product offerings; lack of challengers to drive innovation; and strong barriers to switching for clients. Enterprise clients have lived with a subpar experience for far too long. Now these clients are starting to demand change. They […]
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CX North America

A more connected experience is possible. Learn more at Forrester’s must-attend event for CX practitioners.

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Announcing The Forrester Wave™: Insights-Driven Business Process Outsourcing, Q4 2020

Leslie Joseph December 2, 2020
Buyer demand for greater value from insights and technology such as RPA, data science, machine learning, and advanced analytics are forcing both classical BPO and omnichannel BPO vendors to retool themselves into insights-driven BPO's.
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Blog

The Second Edition Of Our Forrester New Wave™ Evaluation On Chatbots For IT Ops

William McKeon-White November 5, 2020
Today, we released: “The Forrester New Wave: Chatbots for IT Operations, Q4 2020.” We looked at the top nine vendors in the market today and evaluated them across 10 criteria. Organizations looking to improve employee technology experience or increase their automation capabilities can use IT chatbot platforms to: Deflect tickets from the help desk Automate […]
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Blog

Digitized Journeys, Expanding Options, And Maturing Segments Define Today’s B2B Martech Stack

Steven Casey October 29, 2020
In mapping the current and future state of the B2B marketing ecosystem in our just-published “The Forrester Tech Tide™: B2B Marketing Technologies, Q3 2020” report, we found that: Digitization drives investment. We placed many of the technologies in the invest and maintain quadrants — including chatbots and virtual assistants, customer data platforms (CDPs), marketing event management […]
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Blog

Extend The Life Of Your Chatbots By Looking Beyond The Holiday Season

Ian Jacobs October 21, 2020
Let’s just get it out of the way at the start of this blog: COVID-19 has remade retail and has forced a rapid shift toward digital customer service interactions. And now the holidays are nigh, and e-commerce seems to be the order of the day (or the “plague year”). To help with this rush of […]
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COVID-19 Stokes The Chatbot Hype In Financial Services

Aurelie L'Hostis September 18, 2020
COVID-19 and its associated containment measures are accelerating digital transformation and automation in financial services. Customer service has been under enormous pressure, and financial services firms such as Nationwide Building Society in the UK and the Royal Bank of Canada have launched chatbots to deal with the unusually high volume of requests. However, digital teams […]
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Connected Experiences. Inform. Integrate. Grow.

A more connected experience is possible. Learn more at CX North America, Forrester’s must-attend event for CX practitioners.

Blog

A Post-Pandemic Automation Boost Across Europe Remains Uncertain

Bernhard Schaffrik June 9, 2020
Do European firms receiving public financial support face a conflict of interest in evaluating automation options?
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Plan For The Work-At-Home Contact Center You Want, Not The One You Were Forced To Build During This Pandemic

Ian Jacobs April 21, 2020
To help brands navigate the historic customer service challenges posed by the current pandemic and subsequent need for mass mobilization of a remote workforce, Forrester has created a four pillar framework for a building a successful work from home contact center.
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Blog

Help Your Chatbots Break The Scale Barrier In 2020

Vasupradha Srinivasan January 29, 2020
My first interaction with a chatbot was seven years ago. A comical avatar popped up when I was trying to renew my auto insurance and offered help. But help it did not. I still gave the brand brownie points for trying to engage, because back then it was a novelty. But we can all agree […]
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Blog

Architect Your Automation Strike Teams

Craig Le Clair October 11, 2019
In the quest to launch invisible robots into the enterprise, some organizations are realizing the Center of Excellence model doesn't cut it. Find out what they're doing instead.
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Blog

“Why Can’t This Stupid Chatbot Do What I Want?”

Charles Betz October 2, 2019
For all their promise, chatbots are still decidedly imperfect. With good reason: The processes underlying their functioning are numerous and complex. But, there's hope.
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Why Chatbots Can’t Read Your Mind

Charles Betz August 21, 2019
Chatbots rely on natural language processing (NLP) to understand you. Before they can process a language, they must learn it. Read more.
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Blog

Cut Through The Chatbot Hype To Find The Right Conversational AI Solution For You

Ian Jacobs June 26, 2019
In this short take, I discuss the lessons learned from evaluating 14 vendors for the Forrester New Wave™: Conversational AI For Customer Service, Q2 2019. Check out the video below. For more insights, Forrester clients can dig into the full evaluative research here. And if you have more questions, reach out via inquiry.
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Blog

Use-Case Selection Will Make Or Break Your AI Strategy In Healthcare

Arielle Trzcinski May 6, 2019
“AI” is shorthand for an ecosystem of technologies. We’ve created a chart that explains components of AI and how they may apply to healthcare uses cases.
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Blog

Stop Trying To Replace Your Agents With Chatbots — No, Seriously!

Ian Jacobs April 17, 2019
Will chatbots save you money? Your short-term savings likely won’t outweigh the long-term damage caused by continuously frustrating your customers.
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Forrester’s Latest Infographic: Consumers Don’t Believe The Chatbot Hype

Ian Jacobs February 4, 2019
Consumers really don’t like your chatbot. It’s not exactly a relationship built to last — a few clicks here, a few sentences there — but Forrester Analytics data shows us very clearly that, to consumers, your chatbot isn’t exactly “swipe right” material. That’s unfortunate, because using a chatbot for customer service can be incredibly effective when done […]
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Predictions 2019: This Is The Year To Invest In Humans, As Backlash Against Chatbots And AI Begins

Tom Kaneshige November 8, 2018
For some time, the burning question has been: Will robots replace humans? While the proliferation of robotic process automation (RPA) has reduced headcount in the back office, it’s a different story for customer service and sales. In a Forrester survey, 46% of companies said sales and marketing are leading the investment in and adoption of […]
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Predictions 2019: In Healthcare, CX Measurement Frameworks, Virtual Care, And AI Come To The Fore

Arielle Trzcinski November 7, 2018
The US population is growing and aging. The volume of patients and the prevalence of chronic conditions are rising. Payers and providers alike are feeling the strain of healthcare’s antiquated system and the damaging effects it has on quality of care and revenue. As a result, the US healthcare market is going through a much-needed […]
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Predictions 2019: Automation Will Become Central To Business Strategy And Operations

J.P. Gownder November 6, 2018
Automation will be central to the next phase of digital transformation, driving new levels of customer value such as faster delivery of products, higher quality and dependability, deeper personalization, and greater convenience. Last year, Forrester predicted that automation would reach a tipping point — altering the workforce, augmenting employees, and driving new levels of customer value. Since then, […]
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