Starting with specific use cases (i.e., handling account queries, appointment rescheduling or product troubleshooting) allows organizations to test and refine bounded autonomy. Over time, agent AI can ...

If your bank account is closed, you should act quickly to protect your finances. The most important steps are to contact the ...

The letter sent to the inspector general’s office is part of a broader Democratic effort to defend the agency from what they ...

In fact, only 31% of businesses have fully implemented omnichannel contact centers that unify customer interactions across ...

The government and private companies are rushing to add more technology and AI to customer service, but it’s not for everyone ...

There are three elements I believe companies should focus on to create a great customer experience for the modern consumer: ...

In a world where consumers are bombarded with choices and marketing messages, the only way for businesses to truly stand out ...

Customer acquisition might be the backbone of business growth, but customer retention is what sustains long-term success. In a competitive market where customers have endless options, reducing ...

Whether you’re the CEO of a company or the head coach of a sports team, success hinges on strategy, both in the boardroom and ...

Achieving identity resolution across every customer interaction is unlikely, but improving identity rates even a little can ...

With data brokers making big money by selling your personal details, it’s never been easier for spammers and scanners ...

Apple is warning its iPhone users to delete a common app, claiming it’s a danger to digital privacy. Without mentioning the company by name, Apple issued a video warning for users to stop using ...