There has been a tendency among those chronicling the rapid-fire evolution of generative artificial intelligence (GenAI) to conflate business applications of the technology with automation and the ...

In addition to reducing the burden on your organization, they improve the quality of service by offering immediate assistance to users across different time zones, reducing wait times, and increasing ...

In customer service, generative AI is making significant progress. It enhances customer support by providing tools that manage inquiries with a level of comprehension and personalization that was ...

Organizations should develop super agents to better address customer needs. There’s more demand on the contact center workforce now than ever before. Customers no longer rely on the phone to ...

CX leaders are embracing virtual agents. Already, 34% of supervisors include virtual agents as part of their team when they work on scheduling and capacity planning, according to Metrigy’s Customer ...

A Secret Service agent opened fire on suspected carjackers outside the home of Treasury Secretary Janet Yellen early Tuesday morning, the Secret Service confirmed to Fox News Digital. USSS Chief ...

frequently asked questions or the ability to speak directly with a service agent. No matter how they choose to contact customer service, they will be in control of their own narrative, and it will ...

Our team in Microsoft Digital, the company’s IT organization, has played an integral role in building and piloting the Employee Self-Service Agent. In addition to co-developing it with the Copilot ...

you want to know that you can actually speak to customer service. This is probably the most common, and easiest, way to look for answers to common queries, such as those about Amazon’s return ...