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

Since January the use of AI agents for customer service tasks has exploded by a compound annual growth rate of 2,199%, according to a new report by Salesforce. The number of agents available has more ...

Intercom, now called Fin, has launched Fin Operator, an AI agent that manages customer service AI, signaling a new phase in ...

Sinch reports AI is transforming customer service, shifting focus from conversation volume to value, emphasizing continuity and trust in interactions.

At its annual Relate conference today, Zendesk announced its vision for the Autonomous Service Workforce, a new approach to ...

AI and automation are transforming contact center solutions, making customer service one of the most common ways that people will interact with AI in their daily lives. The advantages of well-executed ...

A chatbot is still a chatbot. And that’s the problem. While GenAI has helped contact centers deliver better automated experiences, these gains are strictly incremental, not transformational. Customers ...

Salesforce has had over one million AI agent-customer conversations. The company launched AI agents on its Salesforce Help site in October 2024, a full-screen experience that makes getting support ...

The way we as individuals interact with companies (our "suppliers") is on the brink of a major change, driven by the rise of personal agents. These AI-powered "customer-side agents" are set to ...

STAMFORD, Conn.--(BUSINESS WIRE)--Sixty percent of customer service agents fail to promote self-service options, according to a survey by Gartner, Inc. A Gartner survey of 5,801 customers conducted in ...