Insights, trends and best practices.

We’ve been featured in Forrester’s New Tech: Conversational AI For Customer Service, Q2 2019 report. This latest Forrester AI report is available to check out […]

An Automated Customer Service Case Study Featuring AI From Netomi WestJet is looking at digital as a means to transform and raise the bar for […]

Yes. Here’s why companies – regardless of size –  can’t afford to de-prioritize the customer experience.  For the first time ever, brand love is not […]

Best Practices for Creating a Meaningful and Engaging Automated Customer Service Experience with Conversational Design Advertising copy packs a punch. Online self-help wikis and FAQs […]

When it comes to understanding the helpdesk AI benefits to customer service, William Penn eloquently nails it. “Time is what we want most, but what […]

To some, AI seems like the wild, wild west with risk lurking behind every swinging door…It doesn’t have to be.  We’ve seen the headlines. “AI […]

How AI works within a customer support function is multi-dimensional. Sometimes, AI Agents automate customer service responses immediately, while other times Helpdesk AI Agents gather […]

Behind every good AI is a lot of data. The more data that’s available, the more training it will have and the better it will […]

Billions. That’s what organizations spend annually responding to repeatable customer service queries that could be automated with AI. Companies are taking note. It’s expected that […]