A few months ago, I walked into the office of one of our customers, a publicly traded vertical software company with tens of thousands of small business customers. I expected to meet a traditional ...

After years of steering customers away from phone calls to cut costs, businesses are warming to voice AI agents capable of ...

Many have negative associations when it comes to customer service provided by artificial intelligence, but Chetan Dube insists it can be done right. The 59-year-old billionaire AI pioneer is the CEO ...

Generative AI is designed to please humans, but maybe not in the case of customer service chatbots dealing with angry ...

We have all had this conversation before. You call a company with a real problem. Not a menu problem. Not a “press 1 for billing” problem. A human problem. You explain it carefully, patiently and you ...

Artificial intelligence-powered customer service automation startup Ushur Inc. today announced the launch of its next-generation AI agent product purpose-built for highly regulated industries. Named ...

NiCE Ltd., a publicly traded provider of contact center software, today announced plans to acquire rival Cognigy GmbH for $955 million. Shares of NiCE rose more than 4% on the news. The jump may have ...

The customer service industry is in a bit of flux, thanks to AI. Investors and corporate leaders have rung alarm bells for the BPO (Business Process Outsourcing) industry. On the other hand, ...

Overview Natural Language Processing (NLP) has evolved into a core component of modern AI, powering applications like chatbots, translation, and generative AI s ...