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

This is the year of AI agents. We need to know they will do what they are supposed to do — and nothing else. So this is also ...

EXL (NASDAQ: EXLS), a global data and AI company, announced the availability of its Code Harbor™ ('Code Harbor”) and Smart ...

AI-powered contact center software provider delivers the new standard for AI support agents to AWS customers ...

Video footage captured by another flyer shows the employee browsing shoes and handbags while working behind the counter ...

He ended up being tricked by scammers into giving over control of his phone and access to money-sharing apps like Venmo and ...

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

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

A Carnival guest’s travel agent died around the time their final payment was due, potentially putting their cruise ...

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 ...

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

Partnership creates geographic advantages aligned with SMA’s strategic growth plan while diversifying the distribution of ...