Often when you call a company’s customer service department the call is recorded, usually “for quality control purposes”.

Quiq reports that retaining customers is crucial for profitability. Effective strategies include personalizing communication, ...

In the customer service realm, various studies have shown that call center agents are at a higher risk of suffering from mental health issues. One report suggested that more than 8 in 10 call center ...

The best way to start is to always have a human in the loop first. This way, you can identify all the gaps where the AI agent ...

Coveo launched RAG-as-a-Service for AWS AI agents on Dec. 1, providing a managed retrieval layer to ground enterprise ...

Enterprise software vendors can see the agentic train coming and are quickly investing to stay ahead of it. For CIOs, the ...

Chatbots powered by natural language processing (NLP) and generative AI have grown in popularity and are widespread on many websites. However, their ...

As AI takes over routine inquiries, contact centers must redesign workflows that protect—not pressure—their frontline staff.

A similar update is coming to Amazon SageMaker AI, which is a more advanced AI machine learning platform that allows ...

The business landscape is shaped and reshaped by the perceptions, stories, and needs of customers. Every interaction, whether ...

M-Pesa, Kenya’s pioneering mobile money platform, has revolutionized financial inclusion by leveraging a vast network of local agents to provide essential banking services in underserved rural ...

Even without any top-down mandate, it’s common at GS Caltex to see not just IT but LOB teams in production, sales, finance, ...