Christina McAllister

In this insightful discussion, Craig Le Clair, VP and Principal Analyst at Forrester, and Christina McAllister, Senior Analyst at Forrester, dive into the differences between AI agents and agentic AI. They explore how AI agents enhance customer service and workforce transformation while highlighting the balance of trust and efficiency. The conversation navigates the complexities of AI adoption in businesses and the importance of focusing on outcomes. Listeners will gain a fresh perspective on integrating AI in practical, innovative ways.

Christina McAllister, a Senior Analyst specializing in generative AI for contact centers, delves into the future of customer service. She shares insights on how generative AI can revolutionize agent performance and customer interactions by moving from scripted responses to real-time assistance. The conversation unfolds the potential for enhanced emotional connections between agents and customers, while addressing challenges like safety and efficiency. Christina also explains the importance of gradual tech transitions and the role of soft skills in this AI-driven landscape.