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

Despite it’s growing popularity, there’s still a lot of confusion concerning how machine learning fits within our current understanding of customer service

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

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.

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

With customers all over the world opting to self-serve, turning your knowledge base into an international resource can have a big impact on your customers and agents—especially if you supplement it with AI

Staying on top of knowledge management for help centers can be tricky, but it’s a lot easier with help from artificial intelligence

AI assistants are capable of quite a bit more than their living room responsibilities. In the workplace, they’re helping to fill the gaps that commonly plague customer service: miscommunications, uninformed support agents, and meeting customers’ expectations.

It’s great news for businesses that there are already practical applications of AI, especially for the customer experience.

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

The humans writing scripts and engineering bot handovers still hold the keys to customer service. Why? The answer is three-fold.

We’ll learn to work well alongside our robot co-workers, but to get there, both sides are going to have to learn

Chatbots will play a much larger role in customer interactions in the next five years, but not at our expense.

The technologies needed to create personalized experiences at scale will advance rapidly in the next five years

A a new way for customers to find the answers they seek even faster – introducing Answer Bot.

We dive into the guts of Satisfaction Prediction to explain how it can help raise your company’s overall CSAT score and maintain happy customers

New innovations in artificial intelligence will have big upsides for customer service agents, notably for their productivity and efficiency with customers

Machine learning will soon affect many aspects of our lives, so here are some potential innovations coming to customer service by way of machine learning

Automatic answers are exactly what they sound like: they’re answers that are immediately given to a customer without any agent interaction

With the growing vigilance of how trends are being affected by automation, we’ve noted a few current customer service AI innovations and how they’re likely to continue changing

The National Retail Federation (NRF) served up some big speakers at their 2017 Big Show, held recently in New York City. Keynotes included Sir Richard Branson, restaurateur Danny Meyer, and astronaut Captain Scott Kelly

It’s not a new topic of contention, but artificial intelligence (AI) is more relevant than ever. More and more businesses are using AI to provide better services to customers, similar to Apple’s Siri

Pup-people with questions about BarkBox can now choose to privately and playfully interact with a dog (in lieu of a human) via direct messages on Twitter

As part of the annual event a few weeks ago, I joined a panel discussion on how CIOs and senior IT leaders can drive positive disruption, instead of only reacting to disruption from outside influences. We covered a lot of ground, but one thing was evident: the future looks a lot different