The CX platform provider debuts new AI agent testing capabilities and improved agent copilot features with its software release.

As a case of an AI agent targeting a user shows, AI harassment poses a more complex threat— and someone will be held ...

Trying to balance customer expectations with business services has become a challenge; this quarterly benchmark will track ...

As AI-powered CX proliferates, organizations should use it to amplify what human agents are good at — developing emotional ...

More complicated issues such as contract or billing disputes or logistics snafus amplify the work of coordinating customer ...

While 79% of organizations face AI data challenges, 92% are already using their data to train LLMs despite readiness concerns ...

Snowflake and Omdia report that the intersection of business and data is a natural fit for generative AI investments.

Here’s a question I think worth pondering for customer experience (CX) leaders developing their artificial intelligence (AI) ...

The tone of recent announcements and initiatives reflect a not-so-subtle shift in how buyers view AI, and they want to ...

Data quality can become not just a problem to manage but a competitive differentiator as AI becomes increasingly embedded in ...

IVRs, a long-standing tool for self-service applications, are rules-based systems where calls follow set paths – press or say “one” for sales, etc. How the system responds, or where a call is routed, ...

HubSpot is changing how AI gets priced. Instead of paying for access, customers will pay for outcomes. The CRM platform shared details ahead of its latest announcement, which centers on charging for ...