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The rise of AI and machine learning capabilities brings an unprecedented level of innovation to customer engagement. Mattersight is proud to offer the latest research in this field from Forrester.

In this report, operations and customer experience (CX) leaders can learn how:

  • Channel diversity and automation will make interactions more complex
  • Chatbots for customer service will take on new roles
  • AI automation will allow managers to focus on strategy and differentiated customer experience design


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Forrester [Future-Proof Your Customer Service: Build An AI-Infused Cognitive Contact Center], [Art Schoeller, Daniel Hong, Sarah Dawson], [23 February 2018]