Forrester vision report: Tacit knowledge will power the AI-led contact center

This CCW Digital market study examines how AI is reshaping customer contact and the evolving role of the human agent, finding that AI is driving measurable gains in efficiency and insight but has not yet fully delivered on the promise of more “human” experiences. It argues that real transformation depends on clearly redefining agent responsibilities, upgrading skills and workflows, and intentionally designing AI to augment—not sideline—human strengths.

Customer service in property and casualty insurance is complex, high-stakes, and deeply personal. This eBook explores how generative AI agents can automate policyholder interactions—from claims and billing to coverage guidance—while preserving trust and accuracy. It highlights practical, measurable ways insurers can reduce costs, improve satisfaction, and scale empathetic, compliant service across every touchpoint.

Whether you’re just getting started with an AI agent or seeking better results with one you’ve already deployed, this guide offers clear direction for realizing greater value. Gain clear, actionable strategies for identifying obstacles that degrade your returns, proven tactics for tuning your AI agent to improve performance, and how to know when to scale up for bigger returns.