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 ...

Soon, all businesses will be able to use Meta’s AI to power live, 24/7 customer service that can interact with customers on behalf of businesses on Instagram, Facebook, and WhatsApp. Meta announced ...

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 ...