According to Forrester, an emerging technology that is most likely to improve service and create efficiencies by replacing many tasks that depend upon humans is an Intelligent agents.
In artificial intelligence, an intelligent agent refers to a program that can make decisions or perform a service based on its environment, user input and experiences. These type of programs can be used to gather information on a regular, programmed schedule or when prompted by the user in real time.
The characteristics of an intelligent agents is that they have a learning ability that enables them to learn even as tasks are carried out and can interact with other entities such as agents, humans, and systems.
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