The human brain doesn’t remember everything verbatim. It remembers meaning. Patterns. Emotional weight. That’s the standard ...

Tough conversations are generally difficult to initiate and respond to. Whether they occur in personal or professional life, we are hard-wired to act, react and emotionally invest -- and that makes it ...

You're probably familiar with chatbots because you've used them in some form within your business's digital presence, or you’ve at least interacted with one at some point in your own customer journey.

While conversation analytics (CA) is one of the earliest AI-enabled contact center products, the application is currently experiencing a renaissance driven by generative and agentic artificial ...

New white-label platform analyzes 100% of customer conversations and delivers tasks, alerts, coaching, and executive ...

If content is king then conversation just might be an outranking Emperor. In this age of digital transformation, it's easy to forget the importance of human-to-human interaction in business. However, ...

Opinions expressed by Entrepreneur contributors are their own. As companies continue to move to automation (hello, ChatGPT) to save money, one thing is getting lost: the kind of customer service that ...

BOSTON--(BUSINESS WIRE)--Cogito, the leader in real-time coaching and guidance for the enterprise, today announced a partnership with Medallia to deliver significant improvements in enterprise contact ...

MOUNTAIN VIEW, Calif.--(BUSINESS WIRE)--Level AI today announced that it has been named a Gartner Cool Vendor for its exceptional contributions to the field of artificial intelligence and its ...

German startup Parloa raises $350 million at a $3 billion valuation to build and manage fleets of A.I. agents for enterprise customer service.

In our latest startup conversation, I sat down with two executives of AptEdge, a firm using natural language processing to improve customer service. Aakrit Prasad (pictured, right) is the co-founder ...

We all understand why companies want to offload their customer service to bots and hard-to-find remote “representatives” distributed all over the world: it saves money. The last resort of customer ...