A study analyzing 500,000 customer service interactions shows chatbots struggle with complex issues while human agents excel ...

Historically, customer service operated like a hospital emergency room - efficient at treating problems once they arrived but fundamentally reactive in nature. Customers would call in to report issues ...

An airline gate agent was caught on camera online shopping while working behind the counter. The video left commenters ...

Amjad Al Sabbah of Sprinklr, and Francoise Russo of Aramex share how they are enabling hyper-personalised, AI-powered customer journeys ...

From staffing to CRM integration, here’s how to run a high-performing call center that drives real business outcomes.

AI is driving a new wave of CCaaS market growth. NICE, Genesys and Amazon Connect lead the seat count — but the game is ...

Every industrial revolution has its skeptics and its winners. The ones who thrived didn’t dismiss the change—they embraced it ...

Lucidya will use the funding to scale its AI Agent, automating customer roles to improve engagement, reduce costs, and ensure ...

Granicus, a global leader in customer experience technologies and services for government, today announced the launch of Government Experience Agent (GXA) - a groundbreaking AI-powered digital agent ...

More Winnipeg residents will have their non-emergency calls answered by artificial intelligence as the police service expands ...