CMSWire TV celebrated its inaugural year in 2024. We saw the launch of over two dozen shows across three series: CMO Circle, The Digital Experience and Beyond the Call. These series have provided ...

Live agents are perceived as being better than bots at most customer service tasks, especially when frustrated consumers are looking for a little empathy. “Please hold for the next available agent.” ...

Air Canada has been penalized for misinformation generated by its chatbot; Patagonia has been accused of letting a vendor's AI model listen to and analyze customer service conversations without ...

Today's communication with businesses are powered by emerging technologies and supported by humans. NICE Enlighten, a purpose-built AI for customer experience, has operations, agents, and 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 ...

Chatbots provide a convenient first line of customer service, but there are times when users need more personalized assistance. While escalating complex issues to a higher tier can improve ...

While conversation analytics (CA) is one of the earliest AI-enabled contact center products, the application is currently experiencing a renaissance driven by generative and agentic artificial ...