AI, Humans and the Future of Customer Experience in a Post Channel World

For the first time in history, customer self-service is surpassing human-assisted customer service across industries. Customers are demanding service experiences that match their best experiences – and that is not necessarily the one you are providing! The emergence of compelling AI, chat bots and deep learning software, is fueling improvements in self-service in a post channel world. Post-channel is where multiple communication forms blend in the way that is most customer-centric for that process and interaction. Humans, however, will remain an essential way to provide key differentiation in maintaining and engaging  customers. Join Gartner Vice President and Distinguished Analyst, Michael Maoz, to explore the emerging AI technologies for customer engagement and show the process continuum of where humans will remain essential, where AI will take over, and where AI will augment human capabilities. We include insights on prioritizing real-world projects, and success metrics.