AI agents are poised to take a material role in the loyalty ecosystem. Meta just introduced Muse and the AI wars are just ...

Competitive advantage is moving away from what brands can create and toward how well they can understand and respond to their ...

Consumers have used AI for years, starting with basic (but let’s face it, not-so-great) chatbots. As more sophisticated AI agents have entered the scene in recent years, consumer skepticism was ...

70% of service organizations using AI agents report positive outcomes within 60 days of deployment. Agentic AI adoption for service organizations has grown from 39% to 66% in the past 12 months. A new ...

HubSpot unveils AI-powered CRM updates with smarter automation, self-updating data, new ad integrations, and tools for sales ...

The emergence of AI automation and large language models (LLMs) has given way to advancements that have the potential to ...

Heathrow and Salesforce launched AI assistant Hallie to manage customer inquiries, boosting efficiency at the UK's busiest ...

Companies are banking on AI to make their customer service more efficient and less costly. But customers are easily frustrated when they can’t talk to a human. Uber announced Wednesday that it’s ...

Liveops, a leader in customer experience outsourcing solutions, today launched LiveNexus Agent Assist, an AI-powered overlay that delivers real-time guidance, compliance support, knowledge assistance ...

Another day, another report that finds customer service representatives and contact center agents will lose jobs to artificial intelligence. This time the researchers come directly from one of the ...

AI in customer service is cost-effective and efficient, but there are significant drawbacks that are eroding brand trust and damaging customer relationships in ways dashboards don’t capture. AI ...

As AI agents take on more work—and present new risks—Cisco, Intuit, Workday, and ServiceNow are creating layers of oversight ...