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AI for customer service News
February 13, 2020
Experts say Google's Meena chatbot is a leap forward in conversational AI. But using it for websites and customer service will require all-new deployments and training methods.
January 28, 2020
ServiceNow will acquire Passage AI, a startup conversational AI vendor, in an effort to further develop existing conversation capabilities in its chatbots.
December 11, 2019
Acquia's acquisition of AgilOne, a customer data platform specializing in analytics, shows it's serious about competing against CX platforms from Adobe, Oracle and SAP.
November 04, 2019
Microsoft changes name of Flow to Power Automate, adds virtual agents to Power Platform among host of robotic process automation tools in latest release.
AI for customer service Get Started
Bring yourself up to speed with our introductory content
A virtual agent (sometimes called an intelligent virtual agent, virtual rep or chatbot) is a software program that uses scripted rules and, increasingly, artificial intelligence applications to provide automated service or guidance to humans. Continue Reading
A chatbot -- sometimes referred to as a chatterbot -- is programming that simulates the conversation or "chatter" of a human being through text or voice interactions. Continue Reading
Chatbots are an important contact center component -- as is measuring their performance. Learn how to measure chatbot performance in your organization. Continue Reading
Evaluate AI for customer service Vendors & Products
Weigh the pros and cons of technologies, products and projects you are considering.
CRM vendors are working to bring AI utility to their products in diverse ways. Learn about the similarities and differences between AI functionality in the major CRM platforms. Continue Reading
While AI is still an evolving technology, agent assist benefits contact center employees by improving agent efficiency improve the overall customer experience. 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
Manage AI for customer service
Learn to apply best practices and optimize your operations.
AI and chatbot technology are constantly changing and gaining capabilities. Companies need to determine how to best use chatbots for their contact centers. Continue Reading
More and more chatbots are entering the marketing, customer service and sales spaces. Here are four tips for brands looking to make their chatbots stand out from the others. Continue Reading
Adding artificial intelligence to lead scoring can help companies increase sales by better prioritizing customers and aligning sales messaging and resources with clients. 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