AI and automation

AI in customer service has moved beyond experimentation. Most leaders aren’t asking whether AI matters anymore. They’re asking where to start, what to prioritize, and how to avoid adding more complexity to an already...

AI is no longer a future concept in customer support. It’s already reshaping how enterprise organizations operate, how customers navigate customer service journeys, and how leaders think about cost, quality, and scale.   But as...

For the past few years, the conversation around AI in customer support has often sounded like a tug-of-war: technology vs. people, automation vs. empathy, efficiency vs. experience. But the...

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...