Insights, trends and best practices.

The latest articles from our experts

Insights, trends and best practices.

Why customers prefer email to all other digital channels for customer service [Infographic]

When an issue or question arises, 47% of people prefer to contact a company for customer service over email than any other channel, according to […]

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Freshworks customers now have access to Netomi’s powerful AI platform

With the new Netomi Virtual Agent app for Freshdesk, companies can quickly bring AI into their customer experience workforce and provide brilliant customer support    […]

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How AI Can Radically Improve Email Support (new ebook)

Email is and will continue to be the most widely used and preferred customer support channel. The reason for this is simple. Email is convenient […]

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Customer Service Rep Growth Predictions – How Will AI Affect Job Numbers?

The impact AI will have on the human workforce is at odds with the panic-stricken headlines we read. The rise of AI will enhance employee […]

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WestJet’s AI-Powered Digital Travel Assistant, Juliet, Now Answering Questions on Google Assistant

Building on WestJet’s success with AI-powered customer support on Facebook Messenger, the Canadian airline now delivers convenient and easy customer support to the 1 billion […]

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Why Media And Entertainment Companies Need AI Now (New eBook Available)

Conversational AI holds the keys to drive M&E revenue growth, provide customer happiness and win market share. M&E companies consistently are found to have among […]

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The Thanksgiving Holiday Travel Crush and AI

What Smart and Creative Airlines are doing in customer service right now Want quick service with travel woes? Tweet loudly. Airlines have made a conscious […]

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Can Telecom Customer Service Be Turned Around By AI?

A Look At The Opportunity For Customer Service Automation In Telecom Customer service in telecom remains one of the worst in any industry. Can it […]

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How retailers can win customer service this holiday season with AI

AI in Retail: Leverage Machine Intelligence to scale customer service teams to manage the influx of tickets, offering 24/7 support    The greatest innovation in […]

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