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The reports highlight the emergence of a new category for AI-fueled customer service solutions

Astute Solutions was recently included in two new pieces of research from Forrester, one of the most influential research and advisory firms in the world, focused on customer service solutions powered by artificial intelligence. Astute Solutions was interviewed for the reports co-authored by Principal Analysts Kate Leggett and Ian Jacobs.

The two February 2018 reports, titled Now Tech: AI-Fueled Digital-First Customer Service Solutions, Q1 2018 and The Second Coming Of Digital-First Customer Service Solutions, discuss the new technologies that customers are using for customer support. These include live chat, chatbots, messaging platforms, video, and cobrowsing.

"Customer service organizations demand - and vendors are starting to deliver - digital-first experiences that personalize interactions via behavioral and customer data," The Second Coming Of Digital-First Customer Service Solutions stated. "They carry context between channels and support blended automated and human-assisted interactions."

The Now Tech report divided 15 vendors into four segments: social, chat, multichannel, and full-featured. Astute Solutions was noted among the multichannel vendors. According to The Second Coming Of Digital-First Customer Service Solutions, multichannel vendors "have a strong foundation of knowledge management and rules-driven automation. They now invest in deeper personalization using broader customer behavioral data: AI for optimized resource management and conversational interfaces."

Astute's consumer engagement platform features a CRM, multiple digital self-service options, social media management, and an intelligent escalation solution that, together, contextually blend the best of human experiences with the best of artificial intelligence to help brands create better experiences for their customers.

 

Interested in learning more about AI-fueled customer service solutions? Check out our Buyer's Guide for Consumer Engagement Bots. This software guide will teach you the four questions you need to answer before launching a chatbot.