Forrester predicts that companies will continue to leverage and accelerate AI programs, particularly when it comes to agent-facing use cases. As they do so, they must also address agent burnout, advocate for agent career development, and transition from cost-centric key performance indicators (KPIs) to customer-centric KPIs.
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Applied AI,Convo AI,ai,category-/Business & Industrial/Business Operations/Management,category-/Computers & Electronics,customer experience,customer service,ML
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