Customer Service Leaders: Power the Future of Service With an Intelligent Front Door

Despite significant investments in self-service solutions, many organizations have only implemented 40% of the capabilities necessary to deliver top-tier self-service experiences. Although self-service systems offer some advantages, they frequently fall short and lead to unintended consequences. The presence of multiple, non-integrated channels has resulted in numerous entry points into organizations, each offering a fragmented "choose your own adventure" experience, which is inconsistent and often costly. Advances in conversational interfaces, generative AI (GenAI) and agentic AI experiences now equip organizations with the tools to redesign customer service journeys, making them more human-centric. To create a unified experience, organizations must rethink their channel strategies and the roles of self-service, assisted service, data, knowledge and analytics. Join this complimentary Gartner customer service and support webinar as Gartner experts will guide service and support leaders on how to effectively integrate agentic experiences into their organizations, while also developing self-service solutions that minimize customer effort, enhance customer experience and optimize operational costs simultaneously. You will walk away from this session with answers to your vital questions and recommended actions to help you achieve your goals.

• Prepare to build the intelligent front door by analyzing current volume, journeys and customer intents

• Understand the connection to knowledge and content management as foundational to GenAI

• Learn about the potential of AI agents and agentic experiences for service delivery

Return to this web page to watch the webinar. Contact us at gartnerwebinars@gartner.com with questions about viewing this webinar.