artificial intelligence

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The ultimate guide to customer service chatbots

Chatbots are most successful when customer service leaders use them to empower agents. Learn how to foster agent-bot partnerships

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Real heart, enabled by AI: Talking it out with Sibly founder and CEO Moe AlKadi Article

Real heart, enabled by AI: Talking it out with Sibly founder and CEO Moe AlKadi

I had the pleasure to sit down with Moe AlKadi, co-founder and CEO of Sibly, and…

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 customer service chatbots with AI Article

5 benefits of using customer service chatbots with AI

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.