AI and automation

AI simulation is becoming one of the most practical ways to strengthen certification programs for customer-facing teams. It gives learners a realistic place to practice conversations, decisions, and process steps before they handle live interactions.  For teams responsible for certification and readiness, that matters because...

AI has officially moved from the background to the front lines of customer service. In the 2025 holiday season, nearly 8 in 10 shoppers (78%) interacted with AI or automation at some point in...

During the 2025 holiday season, AI had a breakout year in customer service. It showed up in retail chat widgets, return portals, order tracking flows, and automated phone menus. For many brands, AI became...

As the confetti settles and the champagne glasses are put away, contact center leaders know it’s time for more than just resolutions about hitting the gym or cutting down...

As AI continues to advance, contact centers face a choice: leverage AI to replace human roles or use it to empower agents to connect more meaningfully with customers.   Forward-thinking...

Imagine walking into a store, ready to spend your hard-earned money, only to be greeted by a robotic salesperson who barely makes eye contact. Frustrating, right?   Now, think about...

Prior to 2020, friends and family would often express jealousy about my ability to work from home. The idea of rolling out of bed whenever you want, ditching the...