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Hear Forrester VP and Principal Analyst, Kate Leggett and digital strategy expert, Katherine Kress discuss how virtual agents are revolutionizing the customer experience and describe the ways companies can provide the best in customer engagement.
Convenient, quick, and engaging-- digital assistance has become the preferred option in customer experience technology. But in terms of offering the best customer experience possible, not all virtual assistants are created equal.
Enterprises can reach new levels of customer engagement by offering AI-powered virtual assistants that anticipate customer needs, solve problems in real time, and create seamless context-driven escalation to live chat agents.
Steps for incorporating virtual agents into the customer experience
Strategies for digitizing and transforming engagement processes
Common bot mistakes and how to fix them
Kate Leggett is a leading expert on AI, customer relationship management (CRM) and customer service strategies, maturity, benchmarking, governance, and ROI. She has been published in The Wall Street Journal, Forbes magazine, and industry publications.
Katherine advances thought leadership across business architecture, digital transformation, contact center optimization, customer experience strategy, and operational excellence for TTEC. She is the author of numerous articles and books on advertising, customer relationship management, retail management and the workforce.