AI chatbots are growing in popularity and capabilities. What potential do they have to improve customer experience (CX) by answering questions and holding conversations? Whatcha got, ChatGPT? We ...

Model Context Protocol (MCP), a new open standard that defines how AI systems connect to data and tools, helps solve the ...

Customer questions are often more than simple requests for information. But in our eagerness to provide answers, we often overlook the deeper insights that these questions hold. We get so focused on ...

Companies are sitting on a wealth of valuable data that could be used to share relevant information with employees to improve the customer experience. However, this data can often be buried in ...

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As artificial intelligence (AI) continues its meteoric rise, the role of knowledge management (KM) in contact centers is gaining prominence like never before. Knowledge and knowledge management ...

Whereas large language models (LLMs) attracted consumers well before enterprise users, SaaS platforms are driving the use of embedded AI agents to improve employee experience and productivity. AI ...

In the bygone era of contact centers, the customer experience was tethered to a singular channel—the phone call. The journey began with a pre-recorded message prompting the customer to press a number ...

If you are interested in building your very own AI customer service representative to help with the ever-increasing workflow of your business or daily lives. You may be interested in a new video ...