In the last five years, there has been a palpable shift in customer service standards—in contact centers especially, but not exclusively. Not that long ago within contact centers, the standard for ...

Chatbots provide a convenient first line of customer service, but there are times when users need more personalized assistance. While escalating complex issues to a higher tier can improve ...

Even though Salesforce is investing heavily in agentic AI, executives recognize the limitations of the technology. The large language models that power the technology can’t achieve 100% accuracy, ...

Every time Helaine publishes a story, you’ll get an alert straight to your inbox! Enter your email By clicking “Sign up”, you agree to receive emails from ...