New & Notable
AI for customer service News
November 02, 2020
Twilio, a contact-center-friendly UCaaS vendor, has completed the purchase of the Segment CDP for $3.2 billion in stock. Together, experts said, they could challenge Microsoft, Salesforce and Oracle.
October 29, 2020
Oracle moves into vertical-specific digital experience customizations, starting with Oracle Digital Experience for Communications, with more to come.
September 03, 2020
Amid a leadership change, Genesys retools cloud strategy, adds partnerships with Infosys, Adobe and others as its relationship to Amazon and AWS veers toward 'co-opetition.'
September 01, 2020
Salesforce Field Service users can better pinpoint arrival times for their customers as well as other new capabilities coming in the Winter '21 Release.
AI for customer service Get Started
Bring yourself up to speed with our introductory content
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
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
Evaluate AI for customer service Vendors & Products
Weigh the pros and cons of technologies, products and projects you are considering.
Contact center software buyers must consider features including data reporting, speech analytics, routing methods and AI. Learn what to look for with this guide to RFP creation. Continue Reading
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
Chatbots are an important contact center component -- as is measuring their performance. Learn how to measure chatbot performance in your organization. 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