Travel companies are considering charging customers a fee to bypass AI chatbots and speak directly with a human agent. While AI is effective for simple tasks, it often fails with complex travel issues ...

Already, BAND's early users — and enterprises more broadly — are mixing and matching AI agents powered by models from various providers, so the time to provide an overarching solution seems ripe.

A chatbot is still a chatbot. And that’s the problem. While GenAI has helped contact centers deliver better automated experiences, these gains are strictly incremental, not transformational. Customers ...

Every missed connection is a small withdrawal. The customer who couldn't get through. The one who gave up after holding for ...

AI voice agents go far beyond traditional IVR. Here's what they are, how they work in enterprise settings, and what to check ...

AI agents can talk to each other now — they just can't understand what the other one is trying to do. That's the problem Cisco's Outshift is trying to solve with a new architectural approach it calls ...

What do customers want? During his Tuesday, March 10, keynote addresses at Enterprise Connect, Pasquale DeMaio, vice president of Amazon Connect, AWS, argued that what they want is an experience that ...

Have you ever asked Alexa to remind you to send a WhatsApp message at a determined hour? And then you just wonder, ‘Why can’t Alexa just send the message herself? Or the incredible frustration when ...

The difference matters. Showing an agent their customer's policy details next to their claims history is a dashboard.