Insights, trends and best practices.

The History of Chatbots As you may already know, chatbots are software that use natural language processing (NLP) to engage in conversations with users. But […]

For many reasons, email is the best proving ground for AI and still the most popular digital customer service channel  As companies race to bring […]

Adoption of smart speakers and other devices with built-in virtual assistants will create a big demand for customer support that’s simply spoken out loud.    […]

AI for customer service is no longer a new technology. It’s now table stakes for providing a great customer experience. Increasingly, customer service managers are […]

Customer service is a $350 billion dollar industry1. But even though companies are funneling all of this money into customer care, it still represents a […]

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 […]

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 […]

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 […]

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 […]