Generative AI is designed to please humans, but maybe not in the case of customer service chatbots dealing with angry ...

Agentic AI is taking over customer service. Here's how to train your agent to have empathy according to an agentic AI agent.

After years of steering customers away from phone calls to cut costs, businesses are warming to voice AI agents capable of ...

Crescendo, the only AI-Native customer experience solution built to run CX as one unified system, today announced that it has won the Gold award for Excellence in CCaaS and Customer Service in CMSWire ...

Google LLC and Cohere Inc. today released new artificial intelligence models optimized for audio processing tasks.  The search giant’s algorithm, Gemini 3.1 Flash Live, can automate customer service ...

Social Security's 2026 customer service changes affect how you book appointments, call for help, and update your account.

Security professionals can recognize the presence of drift (or its potential) in several ways. Accuracy, precision, and ...

Apollo reports on creating an effective lead scoring model to prioritize prospects, improve sales efficiency, and boost ...

Digital transformation is no longer a strategic option—it is a necessity. Across industries, organisations are leveraging ...

Bank executives are taking Anthropic's new AI seriously, but cybersecurity experts are dismissing the doomsday framing as a clever marketing schtick.

After 20 years of traditional ownership, John Shaw of Shaw Solar made the switch to an employee-owned co-op model in March.

Dynamic micro-personalisation will become a core differentiator in banking because it ultimately aligns if done well with the ...