Since January the use of AI agents for customer service tasks has exploded by a compound annual growth rate of 2,199%, according to a new report by Salesforce. The number of agents available has more ...

Sinch reports AI is transforming customer service, shifting focus from conversation volume to value, emphasizing continuity ...

The Customer Experience Platform now includes purpose-built agents to build, run, and continuously optimize AI-driven ...

AI agents are deploying faster than companies can manage them. The supervision gap is the risk nobody is pricing—it’s about ...

Customer service agents are on the front lines for their brands — dealing with complaints, solving complex problems and managing emotionally charged conversations, often with limited tools and rising ...

AI and automation are transforming contact center solutions, making customer service one of the most common ways that people will interact with AI in their daily lives. The advantages of well-executed ...

Editor’s note: Carl will lead an editorial roundtable on this topic at VB Transform next week. Register today. OpenAI has released a new open-source demo that gives developers a hands-on look at how ...

Intercom envisions a not-too-distant future where a single unified AI agent will handle the entire customer experience, and it is creating that agent. According to Intercom CEO Eoghan McCabe, Intercom ...

UJET, a leader in AI-powered contact center innovation, today released new industry research revealing that despite 100% of customer service agents interacting with AI daily, 93% are confident they ...

Home Depot is letting go of a traditional store feature and introducing a new customer support system. The retailer is ...

Microsoft expanded agentic AI across Copilot Studio and Dynamics 365, adding real-time voice and autonomous agents for ...