The Vital Evolution of Customer Service Agents in a Generative AI Automated Age

Just how much things change in 6 months! GenAI and Conversational AI for customer service was a hot trend and was the plan of the future in Q1. Times change, and this market now duplicates EV’s. Some companies are all-in, some are all-out, and most are in between (like hybrids) on a spectrum that runs the gamut. Most importantly, opinions on where we will be in 3 years are all over the map. Thanks much to Forrester senior analyst Christina McAllister, who knows this sector very well and shares multiple insights with us here on how and why this is morphing. Forbes, saying ‘let the confusion begin’ in July, showed Forrester’s US CX Index plunging and ASCI’s CSAT Index rocketing up. Knowing that dichotomy, smart, cost-effective leaders who make the shrewd moves will triumph. Those that generate ROI in this market without risking NPS, CSAT, loyalty and agent retention, which is so critical, will be the winners regardless.

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