Artificial intelligence

Article

What is a chatbot and how can it improve customer service?

The question is no longer “Should we use chatbots?” so much as “Where and how should we use chatbots?” to better serve our customers

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Why to consider customer service automation Article

Why to consider customer service automation

There is a solution to long hold times and delays in email response times that customers increasingly expect: automated customer service

Deep learning vs machine learning: a simple way to understand the difference Article

Deep learning vs machine learning: a simple way to understand the difference

Machine learning and deep learning - you've heard of these terms that describe artificial intelligence. Here's a simple way to understand the difference

5 benefits of using AI bots in customer service Article

5 benefits of using AI bots in customer service

Customer service bots aren't about removing human agents from the equation—they're meant to provide benefits to agents and customers alike

How is machine learning being used in customer service? Article

How is machine learning being used in customer service?

Despite it’s growing popularity, there’s still a lot of confusion concerning how machine learning fits within…

Three ways an AI-powered knowledge base changes the game Article

Three ways an AI-powered knowledge base changes the game

AI-powered knowledge bases have become vital to providing high-quality customer service--here's why

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Help customers help themselves with AI

With the variety of ways that customers reach out for support—like via email, calling over the…

These consumer contradictions mean AI opportunities in CX Article

These consumer contradictions mean AI opportunities in CX

Your customers still aren’t entirely comfortable with AI, nor do they understand how it’s already affecting them. Here’s how to help them — and your agents.

Why AI will transform how customer service teams work Article

Why AI will transform how customer service teams work

Artificial intelligence will upend how customer service teams work in ways that will have far-reaching ramifications for companies across the globe.