Scaled Cognition Inc., an artificial intelligence lab building models for enterprise customer service agents, is introducing ...

High-touch customer service is a category of contact center interaction that requires human interaction. It can be contrasted with low-touch customer service, which uses automated phone systems and ...

Excellent customer service is an art, but even works of art require a structural foundation to come to life. This is why a framework for addressing customer service issues is crucial. It provides a ...

OpenAI has introduced a suite of audio models that power voice agents in specific enterprise settings, such as customer service. The models include speech-to-text and text-to-speech audio models in ...

There has been a tendency among those chronicling the rapid-fire evolution of generative artificial intelligence (GenAI) to conflate business applications of the technology with automation and the use ...

With customers increasingly using social tools (Facebook tops 500 million users with 41% of Americans having a Facebook page, 7% of Americans using Twitter, YouTube gets 2 billion views per day), how ...

Growth is a crucial component of any business, and sustainable growth is impossible without customer service. More customers inevitably means higher support volume. And without the resources 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 ...