When customers see a real person's face and bio rather than a corporate logo, they perceive agents as friendlier and better ...

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, ...

Editor’s note: Carl will lead an editorial roundtable on this topic at VB Transform next week. Register today. OpenAI has released a new open-source demo that gives developers a hands-on look at how ...

AI contact center technology is fundamentally reshaping customer service, combining automation, virtual agents, AI agent assist, and voice bot technology. Platforms like Bright Pattern offer scalable, ...

A couple of weeks ago Salesforce launched Agentforce 3 to provide fast time to value and help to answer ROI questions about agentic AI. As the software evolves at pace, Salesforce itself is jumping ...

Contact center agents are the backbone of customer service, often juggling complex interactions across multiple channels while working under considerable pressure. Their experience on the job—which ...

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 ...

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

The research explores the question of how personalized customer service profiles influence customer behavior compared to ...