With the rise of machine learning and AI, the virtual agent has become an important part of business, and its future impact could be immense. My company has a customer service team that handles emails ...

After more than 10 years of working with contact center and customer service software solutions, I recently started a new career as a consultant. One of my first projects was to develop a buyer’s ...

There’s seldom a day goes by when I don’t see news about artificial intelligence (AI). And rightly so—the maturity of AI is improving rapidly, and the potential for transformation is unprecedented.

Wai Wong is the Founder, President and Chief Executive Officer of Serviceaide, a global provider of enterprise service management solutions. Most people agree that technology is getting smarter, more ...