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

April 2, 2025
19 min
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About the webinar

In this report, Forrester emphasizes that to fully unlock automation's potential in reducing costs and improving customer service, companies must transition to AI-led interactions supported by human expertise. This requires pushing vendors to develop next-gen agent workspaces that capture agents' tacit knowledge while preparing for the necessary internal changes. Forrester also highlights ASAPP's "human-in-the-loop" agent workspace, which captures tacit knowledge and enables AI to consult experts behind the scenes, scaling automation while ensuring high-quality customer interactions.

What you'll learn:

Why tacit knowledge matters in AI-powered customer service automation.
The key obstacles preventing AI from effectively capturing and utilizing tacit knowledge.
How next-gen agent workspaces will enable AI to lead interactions while humans provide support.
The three-phase evolution of AI-led customer service and how businesses should prepare.
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Forrester vision report: Tacit knowledge will power the AI-led contact center

To scale automation while elevating customer service quality, AI needs human insight. This Forrester Vision Report outlines how contact centers can unlock the full potential of AI by capturing agents’ tacit knowledge and evolving agent workspaces to support AI-led, human-backed interactions.

Download the eBook

What you'll learn

1.

Why tacit knowledge matters in AI-powered customer service automation.

2.

The key obstacles preventing AI from effectively capturing and utilizing tacit knowledge.

3.

How next-gen agent workspaces will enable AI to lead interactions while humans provide support.

1.

Why tacit knowledge matters in AI-powered customer service automation.

2.

The key obstacles preventing AI from effectively capturing and utilizing tacit knowledge.

3.

How next-gen agent workspaces will enable AI to lead interactions while humans provide support.

4.

The three-phase evolution of AI-led customer service and how businesses should prepare.

5.

Forrester does not endorse any company, product, brand, or service included in its research publications and does not advise any person to select the products or services of any company or brand based on the ratings included in such publications. Information is based on the best available resources. Opinions reflect judgment at the time and are subject to change. For more information, read about Forrester’s objectivity here .

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

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In this report, Forrester emphasizes that to fully unlock automation's potential in reducing costs and improving customer service, companies must transition to AI-led interactions supported by human expertise. This requires pushing vendors to develop next-gen agent workspaces that capture agents' tacit knowledge while preparing for the necessary internal changes. Forrester also highlights ASAPP's "human-in-the-loop" agent workspace, which captures tacit knowledge and enables AI to consult experts behind the scenes, scaling automation while ensuring high-quality customer interactions.