OpenAI is planning something. While the details remain under wraps, the AI giant is set to go live at 1 pm ET, 10 am PT, 6 pm BST. This is being streamed directly on the OpenAI YouTube page but we'll ...

Live agents are perceived as being better than bots at most customer service tasks, especially when frustrated consumers are looking for a little empathy. “Please hold for the next available agent.” ...

Live agents who connect with site visitors within two minutes of the prospect interacting with a chatbot have the highest chance of booking a meeting, according to new Drift research. The ...

Google is testing a "Chat with a live agent" button in the search result snippets. We have seen Google place the "Chat with a live agent" button in the local pack and local panels before but I don't ...

Google has been rolling out "chat with live agent" buttons in some local business panels within Google Search. This seems to be part of the Google Business Profile messaging platform. This was spotted ...

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Omnichannel proliferation needs more than your average agent. Organizations should develop super agents to better address customer needs. There’s more demand on the contact center workforce now than ...

Follow ZDNET: Add us as a preferred source on Google. OpenAI held its DevDay 2025 event this week on Oct. 6, and the company had plenty to share regarding how developers can build around its AI ...