AI, automation, agentic AI, conversational AI, and voice agents for the contact center.
Why this is the year contact centers either modernize with intelligence or drown in operational costs Let me start with the uncomfortable truth: if you’re evaluating AI the way most
The Wall Street Journal recently ran a detailed piece on AI voice agents poised to revolutionize customer service. The article paints a picture of rapid advancements in voice AI, companies
Artificial Intelligence (AI) continues to be heralded as a transformative force in customer service, with reports suggesting rapid adoption across industries. However, a closer examination reveals a more nuanced reality,
Recently, a significant controversy erupted over the use of AI chatbots in mental health, specifically in the treatment of eating disorders. The National Eating Disorders Association (NEDA) had replaced their
Generative AI, like ChatGPT, is a type of large language model (LLM) like GPT-4, and is designed to automate customer service interactions, among other things. Therefore, when discussing the integration
