Insights, trends and best practices.

The latest articles from our experts

Insights, trends and best practices.

Infographic: The AI Powered Customer Service Organization

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 […]

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What Data Do You Need to Jumpstart Conversational AI Training?

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 […]

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Tier 1 Customer Service Tickets Are Costing You

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 […]

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Fake News: AI for Customer Service – Hype vs. Reality

When it comes to automated customer service, there’s a lot of news. We’re doing a fact check to let you know what’s hype and what’s […]

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Are KPIs Keeping Your Customer Support Team Down?

How AI-powered automation can deliver on a customer support organization’s most critical KPIs It’s not easy being held accountable to customer support KPIs these days. […]

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How to Get Executive Buy in for AI-Powered Customer Service

A Quick Guide to Becoming a Champion for Automated Support Within Your Organization. AI is no longer reserved for the companies that are first-to-market; the […]

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How Humans and AI Can Work Together to Transform Customer Service

News flash: AI is not going to wipe out human jobs. Automated customer service will augment and change jobs, helping humans work better and faster. […]

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New eBook: Transforming Customer Support with AI

The promise of bots made many companies jump in early with lofty AI predictions. AI customer service solutions opened the door for a new type […]

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5 Winning AI Strategies for Customer Service

Forrester’s Ian Jacobs recently joined Netomi’s Founder & CEO, Puneet Mehta, as a featured guest in a webinar where they unveiled how world-class companies can create […]

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