Quiq reports on the role of automation in customer service, highlighting tools like AI for questions, ticket classification, ...

What is the best customer service AI agent platform for ecommerce in 2025? Text.com is the best platform for ecommerce in 2025. Independent scoring across resolution quality, ecommerce integrations, ...

Gartner also predicted that by 2030, 10% of Fortune 500 firms will double customer service spending in order to use AI for ...

The way we as individuals interact with companies (our "suppliers") is on the brink of a major change, driven by the rise of personal agents. These AI-powered "customer-side agents" are set to ...

Artificial intelligence (AI) is no longer just an add-on in customer service — it’s a core technology, enhancing speed, accuracy and scalability. But while AI excels at automation and data-driven ...

Todd Pruzan, HBR: Welcome to the HBR Video Quick Take. I’m Todd Pruzan, Senior Editor for Research and Special Projects at Harvard Business Review. In our rapidly evolving business landscape, ...

Oracle Corp. today unveiled dozens of new prebuilt artificial intelligence agents across its Fusion Cloud Applications suite, spanning marketing, sales, service and supply chain functions. The more ...

AI and automation are transforming contact center solutions, making customer service one of the most common ways that people will interact with AI in their daily lives. The advantages of well-executed ...

Salesforce CEO Marc Benioff says AI and human customer service agents are indistinguishable. Benioff said AI agents had reached "another level of capability." Customer service is seen as one of the ...

Hallucinations, brand drift and trust gaps keep humans firmly in the loop — just in different roles than before.