Insurance brand Aflac is piloting generative AI company-wide, including integrating it into its call center. SVP Keith Farley ...

The challenge now is to identify use cases where agentic systems can produce measurable improvements in productivity, quality, and customer experience.

Louisiana residents may see changes in calling the state health department or using its website if it turns to artificial ...

The Federal Communications Commission (FCC) is considering new rules requiring customer service agents to be based in the United States, with the proposition that Americans receive better support when ...

Louisiana residents may see changes in calling the state health department or using its website if it turns to artificial intelligence to save money.  The department is examining how it can implement ...

As contact center AI surges toward a $13.5 billion market, Cresta's new Knowledge Agent aims to solve one of the industry's ...

Artificial intelligence is quietly reshaping the global scam economy by making it harder to spot and easier to scale. According to a new Bloomberg report, scammer call centers across Southeast Asia ...

Advanced AI capabilities, machine learning and natural language processing technology are steering the transformation of AI contact center solutions. The rapid evolution of AI automation in healthcare ...

Are you actually a human?” The voice of a middle-aged man, thick with anger, roars through the phone. For Lee Eun-young — a ...

Health San Diego cuts call times 25% using Amazon Connect, improving patient access and reducing call abandonment rates by up ...