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 ...

Soon, all businesses will be able to use Meta’s AI to power live, 24/7 customer service that can interact with customers on behalf of businesses on Instagram, Facebook, and WhatsApp. Meta announced ...

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 ...