Machine learning and deep learning - you've heard of these terms that describe artificial intelligence. Here's a simple way to understand the difference
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…
AI-powered knowledge bases have become vital to providing high-quality customer service--here's why
With the variety of ways that customers reach out for support—like via email, calling over the…
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