In the last five years, there has been a palpable shift in customer service standards—in contact centers especially, but not exclusively. Not that long ago within contact centers, the standard for ...

Join our daily and weekly newsletters for the latest updates and exclusive content on industry-leading AI coverage. Learn More Recent studies reveal that more than two-thirds (69%) of global consumers ...

Even though Salesforce is investing heavily in agentic AI, executives recognize the limitations of the technology. The large language models that power the technology can’t achieve 100% accuracy, ...

Brands are discovering that using AI provides a more customized, reliable shopping experience. Marketers say conversational AI is taking some of the pressure off of live customer service. Two major ...