Intercom plans to expand Fin beyond customer service into sales and marketing—positioning it as a direct competitor to Salesforce's Agentforce vision, which aims to provide AI agents across the custom ...

Forbes contributors publish independent expert analyses and insights. Tony Bradley covers the intersection of tech and entertainment. The pace of technological innovation has significantly raised ...

Promotion of Deep Tayal to Senior Vice President of Customer Service highlights KNAPP’s commitment to proactive, data-driven support and long-term customer success across North America KNAPP NORTH ...

Ada, the Toronto-based company that automates 4.5 billion customer service interactions, has partnered with OpenAI to use GPT-3.5, the large language model that is the foundation of ChatGPT. Meta, ...

After years of steering customers away from phone calls to cut costs, businesses are warming to voice AI agents capable of ...

Artificial intelligence (AI) is no longer just an add-on in customer service — it’s a core technology, enhancing speed, accuracy and scalability. But while AI excels at automation and data-driven ...

As the dust settled on what most have deemed the “new normal” of working from home, many industries — including customer service — rapidly shifted operations to be remote work-friendly. At the same ...