From manufacturing and logistics to finance and customer service, automation is redefining how work gets done.

Automation, like any other technology, can either augment human capabilities and foster stronger business relationships or degrade them. Take email, for example. After decades of use, most recognize ...

Asking a customer multiple times what their problem is a fundamental example of customer service agent manual toil that should be replaced with automation, says an executive at a company specializing ...

Enterprises are struggling with an ever-growing volume of customer interactions. Gartner has forecasted an increase of three and a half times in five years. Customer service organizations are turning ...

As a result of the pandemic, extraordinary customer service is no longer an option. It is a requirement for business survival in a digital-first world where customers expect brands to deliver instant ...

Firms in all industries see artificial intelligence (AI) and automation as a means to improve operational quality and customer experience (CX), reduce costs and increase margins. Customer service is a ...

The customer experience is one of the most important focus areas for businesses. According to PwC, among all customers, 73% point to experience as an important factor in their purchasing decisions, ...

Zendesk today announced it has acquired Cleverly.ai, a Lisbon, Portugal-based platform that finds answers to customer’s questions by creating a knowledge layer on top of apps. Zendesk says it will ...

We're all living in a world of rapid change. The way we work has been fundamentally altered by the COVID-19 pandemic, and many businesses have had to adapt to hybrid and remote work models. In my ...

Join our daily and weekly newsletters for the latest updates and exclusive content on industry-leading AI coverage. Learn More Aquant, a platform leveraging AI to support customer service workers, ...

Covid-19 continues to impede business operations across the globe. Businesses are continuously adapting in anticipation of the new normal. Many organizations tackled the health crisis by offering high ...

Businesses considering integrating artificial intelligence into their customer service workflows might be interested in a new video created by IBM. During which Manish Goyal, a Senior Partner at IBM ...