Todd Pruzan, HBR: Welcome to the HBR Video Quick Take. I’m Todd Pruzan, Senior Editor for Research and Special Projects at Harvard Business Review. In our rapidly evolving business landscape, ...

Bret Taylor and Clay Bavor have sterling Silicon Valley pedigrees, with leadership roles at the biggest tech companies in the world. Now they’re in the startup trenches, on a quest to make AI agents ...

In 2025, the integration of artificial intelligence into support engineering has revolutionized customer service, enabling companies to provide efficient, personalized and round-the-clock assistance.

It’s not easy being a customer-service agent—particularly when those customers are so angry with a product that they want to yell at you down the phone. That’s the sort of rage that Sonos, a maker of ...

I would rather talk to a person than an automated customer service call. I strongly dislike the menu option recording that says, “press 1 if …, press 2 if …, press 3 if … “ Almost 4 out of 5 customers ...

At its AI customer service summit, Pioneer, Intercom shared the latest evolution of its AI Customer Service Agent - Fin 3. Here's what's new and why you should be paying attention. Today, Adams says, ...