Intelligent Answers and Insights Become the focus of customer support

Attivio Whitepaper

In Gartner's Predicts 2019: CRM Customer Service and Support, the first "Key Finding" states that the use of AI and machine learning across channels allows organizations to gain better insights, increase self-service and improve productivity.

In the same study, the first "Recommendation" to application leaders is to plan on augmenting employees with AI, seeking a balance between productivity benefits for the organization and benefits for customers and employees.

This research, along with other analyst feedback and our own customer engagements leads us to predict that Intelligent Answers and Insights will Become the Focus of Customer Support for 2019.

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