Insurance brand Aflac is piloting generative AI company-wide, including integrating it into its call center. SVP Keith Farley ...

The Federal Communications Commission (FCC) is considering new rules requiring customer service agents to be based in the United States, with the proposition that Americans receive better support when ...

The challenge now is to identify use cases where agentic systems can produce measurable improvements in productivity, quality, and customer experience.

As contact center AI surges toward a $13.5 billion market, Cresta's new Knowledge Agent aims to solve one of the industry's ...

In 2026, artificial intelligence in the contact center is no longer defined by pilots, proofs of concept or experimental chatbots. For many businesses, AI has moved into production and become part of ...

Artificial intelligence is quietly reshaping the global scam economy by making it harder to spot and easier to scale. According to a new Bloomberg report, scammer call centers across Southeast Asia ...

Advanced AI capabilities, machine learning and natural language processing technology are steering the transformation of AI contact center solutions. The rapid evolution of AI automation in healthcare ...

Health San Diego cuts call times 25% using Amazon Connect, improving patient access and reducing call abandonment rates by up to 60%.