Virtual Briefing: Use Technology to Support, Not Replace Reps in the Age of AI

Customer service and support leaders face persistent pressure to increase labor productivity while cutting costs where possible. New technologies, notably generative AI (GenAI), exacerbate pressure from above. Yet, if deployed correctly, these technologies can help customer service and support organizations meet their objectives by transforming the way work gets done and who performs the work. The challenge and expense of hiring qualified talent makes high-quality assisted service more difficult to provide. Doubling down on self-service and generative AI investments will not solve this problem, as some level of assisted service will always be needed. Join this invitation-only, complimentary Gartner customer service and support virtual briefing to find out how you can leverage artificial intelligence and other emerging technologies to enable – not replace – your reps in the assisted service channel to be more efficient and effective in support of your customers. You will be able to download the presentation slides, gain insights from peers in your field, and get answers to your questions.

• Identify the biggest, current opportunity for artificial intelligence and emerging technologies

• Use AI and emerging technologies to make assisted service channels effective and efficient 

• Accelerate onboarding and effectively deliver and measure coaching efforts 

Return to this web page to watch the virtual briefing. Contact us at gartnervirtualbriefings@gartner.com with questions about viewing this virtual briefing.