Call centers are increasingly automated, AI-driven, and outsourced—but there are ways to get results.

The 'tens of thousands' of companies that use Amazon's call center tech can now create chatbots to handle more customer inquiries, plus AI-generated response suggestions for human agents. Emily is an ...

Effective customer service is a must for retailers, but it can be costly and resource-intensive. With the tight labor market, maintaining an army of agents is no easy task. However, a game-changer is ...

A textbook example of dependency of poor tech and a lack of initiative on the part of its human counterpart. End result - ...

Ada, a Toronto-based customer service automation startup, has been around long enough to predate the use of large language models in its solutions, but today the company is announcing a new suite of ...

IBS Intelligence (IBSi) is the world’s only pure-play Financial Technology focused research, advisory, and fintech news ...

Airbnb is a classic example of this. With “Experiences,” the OTA has built an entire movement around experiential lodging and ...

The AI communications data and intelligence company, which provides its own AI agents for compliance and surveillance to customers in highly regulated industries like financial services, is leveraging ...

Sam Altman predicts AI will disrupt the job market, starting with customer service positions, accelerating a historical rate of job turnover.

Executives and leaders need to rethink how technical skills are shared, taught and valued inside their organizations.