New & Notable
AI for customer service News
September 21, 2021
Salesforce unveiled a total of 16 Slack integrations to its platform, some available now, and some to come next year, following the blockbuster acquisition.
September 09, 2021
IBM has released new AI capabilities to speed virtual agents and automate more contact center tasks. The vendor also formed a partnership with contact center vendor IntelePeer.
August 03, 2021
The CX giant plans to fold RPA technology from an acquisition into some of its platforms. The move comes after Microsoft and other big tech firms bought RPA vendors.
July 28, 2021
Nice acquires ContactEngine conversational AI technology to support customer self-service and live agent conversations across multiple digital channels.
AI for customer service Get Started
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Before reaping the benefits of AIOPs -- such as improved customer service and easier collection of customer data -- companies need to determine if it is a good fit. Continue Reading
Microsegmentation is a technique used to divide a network into logical and secure units through the application of policies that dictate how data and applications are accessed and controlled. Continue Reading
What started as a call center phone bank has morphed into a multipurpose operation aided by AI. This guide explores the contact center as it evolves into a critical CX force. Continue Reading
Evaluate AI for customer service Vendors & Products
Weigh the pros and cons of technologies, products and projects you are considering.
Looking for the best contact center software features? We review some of the most useful capabilities including data reporting, speech analytics, routing methods and AI. Continue Reading
Sentiment analysis tools are essential to detect and understand customer feelings. Companies that use these tools to understand how customers feel can use it to improve CX. Continue Reading
AI-powered technologies such as sentiment analysis, chatbots and real-time transcription can help customer service organizations improve the customer experience. Continue Reading
Manage AI for customer service
Learn to apply best practices and optimize your operations.
Customer experience is key to the ROI of contact centers as they undergo changes due to AI, cloud migration and COVID-19-induced agent migration to remote workspaces. Continue Reading
When measuring contact center ROI, don't get caught up in dollar signs. Focus on CX metrics, including the length of customer calls, wait times and net promoter scores. Continue Reading
Customers and employees can benefit from the use of AI in contact centers. Businesses can use AI to provide customer self-service options and help make agents more productive. Continue Reading
Problem Solve AI for customer service Issues
We’ve gathered up expert advice and tips from professionals like you so that the answers you need are always available.
A lack of standards around chatbot development has created a situation in which enterprises are building and rebuilding bots. But that could change in the near future. Continue Reading
The rules of good chatbot scripting are similar to those of application coding. Here are some best practices to creating a chatbot that users will approve. Continue Reading
CX expert Scott Sachs discusses the various dilemmas posed by migrating legacy on-premises contact center platforms to the cloud. Continue Reading