Agent assist can work, but design, delivery and how you manage knowledge make a huge difference — here’s one contact center leader’s experience.

To understand what ServiceNow announced today, it helps to understand what ServiceNow has always been at its foundation - and ...

One of the largest insurance companies in the U.S. handles 12,000 policy requests every day. Two years back, their call center had 180 agents who answered simpl ...

AI recommendations depend on relational knowledge, not just content. Here’s why your brand may be missing and how to fix it ...

Have you built an AI assistant? If so, this might be the situation you're in: You wrote the instructions, named it, set it up ...

Federal safety investigators have new concerns about Ford’s BlueCruise hands-free driving system following two fatal crashes in the United States that left three people dead.

Robert Kelly is managing director of XTS Energy LLC, and has more than three decades of experience as a business executive. He is a professor of economics and has raised more than $4.5 billion in ...