When customers see a real person's face and bio rather than a corporate logo, they perceive agents as friendlier and better ...

Editor’s note: Carl will lead an editorial roundtable on this topic at VB Transform next week. Register today. OpenAI has released a new open-source demo that gives developers a hands-on look at how ...

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, ...

A couple of weeks ago Salesforce launched Agentforce 3 to provide fast time to value and help to answer ROI questions about agentic AI. As the software evolves at pace, Salesforce itself is jumping ...

Contact center agents are the backbone of customer service, often juggling complex interactions across multiple channels while working under considerable pressure. Their experience on the job—which ...

Love it, hate it, feel indifferent towards it: AI mania is here and showing no signs of slowing down. Ever since generative AI (GenAI) entered the mainstream with the public debut of ChatGPT in late ...

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 ...

The way we as individuals interact with companies (our "suppliers") is on the brink of a major change, driven by the rise of personal agents. These AI-powered "customer-side agents" are set to ...