Smarsh has launched an AI-enabled experience on Smarsh Central, its award-winning digital support platform, for a select group of customers and partners. Powered by Agentforce, this innovation will be ...

Since January the use of AI agents for customer service tasks has exploded by a compound annual growth rate of 2,199%, according to a new report by Salesforce. The number of agents available has more ...

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, ...

Heathrow and Salesforce launched AI assistant Hallie to manage customer inquiries, boosting efficiency at the UK's busiest ...

Jotform found its roots as an online form builder that gave businesses and entrepreneurs the ability to create well-designed surveys, questionnaires, registration forms, and much, much more. Since its ...

Todd Pruzan, HBR: Welcome to the HBR Video Quick Take. I’m Todd Pruzan, Senior Editor for Research and Special Projects at Harvard Business Review. In our rapidly evolving business landscape, ...

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 ...

The way we as individuals interact with companies (our "suppliers") is on the brink of a major change, driven by the rise of personal agents. These AI-powered "customer-side agents" are set to ...

At its annual Relate conference today, Zendesk announced its vision for the Autonomous Service Workforce, a new approach to ...

The voice you hear on the other side of a call-centre interaction might soon sound a little more familiar, thanks to an AI tool that adjusts speech in real time – but not everyone thinks it’s a good ...

STAMFORD, Conn.--(BUSINESS WIRE)--Sixty percent of customer service agents fail to promote self-service options, according to a survey by Gartner, Inc. A Gartner survey of 5,801 customers conducted in ...