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

The call center has become the most overloaded part of home services. Not because customers changed, but because too many internal tasks ended up on the customer service representative's line. We saw ...

AI contact centers are reshaping how healthcare organizations handle patient communication. Here is what the shift means for IT leaders and operations teams.

Caylent, a consulting firm that helps Amazon Web Services customers adopt AI, has acquired Pronetx, another consulting firm that focuses on selling Amazon’s AI-powered contact center software, called ...

There was a time when call centers were built primarily to handle large volumes of customer queries by phone. Today, contact centers have largely replaced them – the operational hubs where businesses ...

As contact center AI surges toward a $13.5 billion market, Cresta's new Knowledge Agent aims to solve one of the industry's oldest problems. Cresta's new Knowledge Agent aims to solve a persistent ...

Banks and other financial services combine omnichannel communications, artificial intelligence and automation to transform ...