The role AI plays in enabling self-service and helping agents dig up relevant information are well documented, but companies are investing in other AI use cases as well, the CCW survey found. One ...

Armen Kirakosian remembers the frustrations of his first job as a call center agent nearly 10 years ago: the aggravated customers, the constant searching through menus for information and the notes he ...

Workplace software provider Salesforce has formally announced Einstein Service Agent, the company’s first-ever autonomous AI agent. Salesforce said in a press release that it’s designed to “make ...

Artificial intelligence (AI) is making waves in many areas of business, but one of the most significant is in customer service. Agent assist, virtual agents, and sophisticated analytics are catalysts ...

ASAPP, the Customer Experience Platform (CXP) powering AI-driven customer service for the agentic enterprise, today announced the launch of a system of purpose-built AI agents designed to run customer ...

AI contact center technology is fundamentally reshaping customer service, combining automation, virtual agents, AI agent assist, and voice bot technology. Platforms like Bright Pattern offer scalable, ...

Salesforce is jumping into the AI agent world with a new service that builds on the company's Einstein platform for AI. The new Einstein Service Agent is a generative AI-powered self-service ...

AI and automation are transforming contact center solutions, making customer service one of the most common ways that people will interact with AI in their daily lives. The advantages of well-executed ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. Oh, what a difference a year makes. I recently traveled to ...

Oh, the lengths some people will go to get better customer service. Like recording phone calls with a customer service agent. Robert Grunfeld, who had a ticket on a United Airlines flight from Newark, ...