The voice sounds right and details check out. Except the caller isn’t who they claim to be, and the audio was generated in ...

While transcripts and operational records show what happened, the harder challenge is capturing why an employee recognized a ...

Copilots have begun routing customers, prioritizing cases and triggering resolutions, requiring CX leaders to set clear boundaries defining AI decisions.

As AI gives all contact center platforms the same performance-boosting features for humans, the competitive gap will move to ...

In theory, having a dedicated second line for business on your mobile phone is a good idea. For SMBs in particular, who wouldn’t want that? Everyone has a smartphone, most workers use telephony all ...

Zendesk announced a new Real-Time Voice Translation capability on Thursday. It provides bidirectional translation during inbound and outbound contact center voice calls. The customer and agent can ...

For years, many contact center strategies treated voice as a utility and a high-cost channel to contain. Digital self-service, chat, messaging and automation were positioned as lower-cost alternatives ...

Claudeforce runs on top of Salesforce “via our new AIforce UI harness…. Here, the UI is the AI — allowing you to build custom apps dynamically and answer any enterprise question,” said Benioff in the ...

As AI becomes integrated into a wider range of workplaces, companies are increasingly aware of the importance of ensuring employees are using approved AI-enabled applications. But shadow AI can still ...

Multiple studies have reported the same finding: getting employees to use AI is a significant hurdle to AI workplace adoption. Training is often cited as one way to improve employee implementation of ...

Agentic AI deployment is only going to be as effective as the foundational state of the enterprise data infrastructure underpinning it. The articles below address some of the most critical technical ...

A customer problem with a provided service is escalated to an AI agent after an initial chatbot conversation. The agent checks the official documentation, which clearly states that Policy A is applied ...