Artificial intelligence communications and conversation platform Sendbird Inc. today announced the launch of Sendbird Voice AI, a voice automation solution for customer service designed to take the ...

While conversation analytics (CA) is one of the earliest AI-enabled contact center products, the application is currently experiencing a renaissance driven by generative and agentic artificial ...

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In an exclusive interview, co-founder and CEO Ashar Ahmad explains how Supportiyo is revolutionizing operations for small ...

CMSWire TV celebrated its inaugural year in 2024. We saw the launch of over two dozen shows across three series: CMO Circle, The Digital Experience and Beyond the Call. These series have provided ...

Live agents are perceived as being better than bots at most customer service tasks, especially when frustrated consumers are looking for a little empathy. “Please hold for the next available agent.” ...

Gen Z demands instant, effective customer service — no holds, no useless bots. Multimodal AI-powered support enables seamless, channel-hopping conversations without friction. Future-ready businesses ...

Salesforce has had over one million AI agent-customer conversations. The company launched AI agents on its Salesforce Help site in October 2024, a full-screen experience that makes getting support ...

Henry Ford is often credited with saying, “If I had asked people what they wanted, they would have said faster horses.” This statement remains one of the most powerful warnings against incremental ...

One of the obvious uses of generative AI is customer-facing chatbots. If you’ve ever had a frustrating interaction with a chatbot that is not particularly helpful, take heart because, with tools like ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. There are two reasons your customer service is unforgettable ...

Automation is rising, but most consumers still want real human help. Learn what today’s trends reveal about trust, loyalty and the future of support. Customers still want to speak to a human. AI ...