Today's communication with businesses are powered by emerging technologies and supported by humans. NICE Enlighten, a purpose-built AI for customer experience, has operations, agents, and customers ...

The way shoppers and brands interact has changed fundamentally in recent years, thanks to the rise of online shopping, social media and mobile usage. With the latest round of innovations, brands must ...

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 ...

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 ...

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 ...

One red-hot category in the generative AI space is customer support, which isn’t surprising, really, when you consider the tech’s potential to cut contact center costs while increasing scale. Critics ...

A recent survey of 2,000 respondents says that a quarter of Americans would rather shave their heads than contact customer service. Instead of trying to resolve an issue, the OnePoll Survey says, 30% ...