Marketing and customer care continue to play a prominent role in the use of generative artificial intelligence. The McKinsey Global Survey released this month found 28% say generative AI use is ...

Customer experiences and information discovery have evolved since the creation of the first search engine and simple keyword search. As modern computing gets faster, user expectations continue to ...

Twilio posted its fastest growth in years — here's what the numbers mean for CX leaders navigating the AI infrastructure ...

Across industries and company types, senior executives are pressuring service and support leaders to leverage artificial intelligence in their operations and are even allocating budget to it, Gartner ...

Air Canada has been penalized for misinformation generated by its chatbot; Patagonia has been accused of letting a vendor's AI model listen to and analyze customer service conversations without ...

AI assumes a key role for distributors and their sales teams by generating customer-specific insights, and by using its predictive powers to prescribe targeted actions around products, pricing, ...

Can artificial intelligence be too smart for its own good? While a promising use case for generative AI is handling simple customer service tasks, one Chevrolet dealership recently learned that ...

From graph databases to automated machine learning pipelines and beyond, a lot of attention is paid to new technologies. But the truth is, none of it matters if users aren’t able to handle the more ...

Are customer use cases just a glossy marketing ploy? No. Done properly, they are the foundation for all the content that follows. Amidst the social noise, case studies still have relevance. Here's why ...

We all understand why companies want to offload their customer service to bots and hard-to-find remote “representatives” distributed all over the world: it saves money. The last resort of customer ...