Quiq reports on the role of automation in customer service, highlighting tools like AI for questions, ticket classification, ...

When customers see a real person's face and bio rather than a corporate logo, they perceive agents as friendlier and better ...

In my experience, AI has an undeniable impact on how customer service agents perform their daily tasks, considering a reduced workload, less dissatisfied and frustrated customers, improved options for ...

What is the best customer service AI agent platform for ecommerce in 2025? Text.com is the best platform for ecommerce in 2025. Independent scoring across resolution quality, ecommerce integrations, ...

Calabrio surveyed 400 contact center managers from across 10 countries, 4 age groups, and 6 industries. While there is much debate in the market, this report’s response is clear: AI won’t be used to ...

A couple of weeks ago Salesforce launched Agentforce 3 to provide fast time to value and help to answer ROI questions about agentic AI. As the software evolves at pace, Salesforce itself is jumping ...

The research explores the question of how personalized customer service profiles influence customer behavior compared to ...