AI and automation

AI is changing the economics of customer service. But the biggest shift may not be in the technology itself. It’s in how organizations plan for the people, capacity, and...

Agent Assist has quickly become one of the most compelling applications of AI in customer service.  The value proposition is easy to understand. Give agents faster access to information....

AI customer service is moving from isolated pilots into everyday operations. According to Salesforce’s 2025 State of Service report, service teams estimate that AI handles 30% of cases today...

A virtual contact center is a customer service operation where agents support customers remotely rather than working from a centralized physical contact center. Using cloud-based technology, virtual contact centers...

Customer service has become harder to predict—and harder to scale.  Customers expect fast answers across phone, email, chat, and digital channels. Contact volumes can change quickly. Specialized skills aren’t...

AI can help a customer service agent resolve an issue, or it can handle the issue itself. The difference is who owns the interaction—and what happens when the request...

Customer experience is improving—but customer expectations are moving even faster.  According to the CCW Digital CX in 2030 Market Study, 45% of consumers believe customer service has improved over the past year, while...

Customer service organizations have spent years trying to make interactions faster.  Faster responses. Shorter queues. More self-service. Greater automation.  But customers are sending a clear signal: speed means very little when...

Healthcare customer service teams operate in an environment where every interaction can carry compliance implications.  Agents may be helping patients schedule appointments, answering questions about benefits, supporting members with claims, or navigating other...