AI is expanding into new areas of customer service. Here’s why it can help the customer experience by augmenting, not replacing, human jobs. There’s no doubt that artificial intelligence is the future ...

Artificial intelligence (AI) is no longer just an add-on in customer service — it’s a core technology, enhancing speed, accuracy and scalability. But while AI excels at automation and data-driven ...

When a Microsoft customer service agent like Azure support escalation engineer Michael Simons takes a case out of his queue, he never knows what kind of inquiry will appear in his chat window. Will it ...

In the ever-evolving landscape of technology and customer service, artificial intelligence (AI) offers businesses opportunities to enhance the way they interact with their customers. The debate around ...

A strategic layer defines business outcomes, prioritizes automation opportunities, establishes value metrics, and aligns initiatives with regulatory and ethical expectations. A governance layer ...

Growth is a crucial component of any business, and sustainable growth is impossible without customer service. More customers inevitably means higher support volume. And without the resources to ...