Insights, trends and best practices.

It’s easy to get excited about AI and customer service. After-all, it promises to elevate the customer experience by making sure that every time a […]

It’s easy to wonder what consumers want and expect out of AI. Are they terrified that AI is taking over the world, as some media […]

Customer service today is broken, marred by inefficiency that leaves customers frustrated and support employees disenchanted. Consumers experience long hold times or are an unwitting […]

This originally published in VentureBeat.  AI is becoming the new user interface. From self-driving cars and Amazon’s Alexa to Robo-advisors and facial recognition locks, consumers are […]

AI is the interface to meet (and exceed) consumer expectations for innovative, convenient and personal support. With the new WestJet online chat support system, Canadian […]

Reinventing Retail CX with AI Matt Gunn and Puneet Mehta of Netomi, a Silicon Valley startup focused on conversational AI, discuss how deep learning will […]

Trust is having a moment. And for good reason. The backlash Facebook is facing boils down to breaking the trust of consumers in how they […]

AI is becoming the new user interface. Instead of website searches, there are personalized conversations. Rather than being placed frustratingly on hold for customer support, […]

Touted as a way to improve customer service, help-desk AI agents have been the industry’s shiny new object for a few years. And while they have […]