Agent assist can work, but design, delivery and how you manage knowledge make a huge difference — here’s one contact center leader’s experience.

Custom AI tools reshape onboarding into a smoother, faster, more immersive experience for new agency hires, embedding ...

AI’s impact on jobs is a valid concern, but a bigger risk looms: its takeover of human thought. Letting AI do our brain-work ...

Tell a roomful of academics that you use AI in your writing and watch what happens. A few will nod. Most will go quiet in ...

One of AI's biggest benefits? Answering the simple questions from customers. But there are a few caveats contractors should ...

Onix is launching a “Substack of bots,” where digital twins of health and wellness influencers dispense advice 24/7. And ...

Roughly 1/3 of adults in the United States have used a chatbot to learn about their health. Dr. Colin Walsh studies how ...

Local businesses compete against national chains with dedicated customer service teams, 24/7 support lines, and sophisticated CRM systems. AI tools level that playing field by giving a five-person ...

After selling its business for $39 million last month, the company said it planned to buy powerful computer chips and rebrand ...

One of the largest insurance companies in the U.S. handles 12,000 policy requests every day. Two years back, their call center had 180 agents who answered simpl ...

It may sound like something from a science fiction novel, but ‘digital doppelgangers’ are on the rise. Business insights company Gartner listed digitally replicating employees as one of its Future of ...