Artificial intelligence communications and conversation platform Sendbird Inc. today announced the launch of Sendbird Voice AI, a voice automation solution for customer service designed to take the ...

Overview:  AI handles routine questions instantly, while humans focus on complex and emotional issues. Done right, support feels more personal, not automat ...

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While conversation analytics (CA) is one of the earliest AI-enabled contact center products, the application is currently experiencing a renaissance driven by generative and agentic artificial ...

Live agents are perceived as being better than bots at most customer service tasks, especially when frustrated consumers are looking for a little empathy. “Please hold for the next available agent.” ...

Gen Z demands instant, effective customer service — no holds, no useless bots. Multimodal AI-powered support enables seamless, channel-hopping conversations without friction. Future-ready businesses ...

Salesforce has had over one million AI agent-customer conversations. The company launched AI agents on its Salesforce Help site in October 2024, a full-screen experience that makes getting support ...

Every day, thousands of conversations between businesses and their customers unfold, each containing valuable insights that traditionally vanished into thin air. Conversation intelligence technology ...

Henry Ford is often credited with saying, “If I had asked people what they wanted, they would have said faster horses.” This statement remains one of the most powerful warnings against incremental ...

Automation is rising, but most consumers still want real human help. Learn what today’s trends reveal about trust, loyalty and the future of support. Customers still want to speak to a human. AI ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. There are two reasons your customer service is unforgettable ...

CMSWire 2025 Contributor of the Year Trish Wethman challenges leaders to move beyond NPS arguments and focus on action that ...