AI for customer service

AI for customer service manifests itself in numerous use cases, including customer sentiment analysis, automated chatbot conversations, and automated authoring of suggested live-agent answers to customer questions. AI tools can analyze questions posed online and match other agents' most effective solutions to them. Read about these and other use cases for AI in customer support.

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  • virtual agent

    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

  • chatbot

    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

  • What chatbot evaluation metrics do you use to measure performance?

    Chatbots are an important contact center component -- as is measuring their performance. Learn how to measure chatbot performance in your organization. Continue Reading

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