This article originally appeared in the December 2007 issue of Business Communications Review magazine. Most customer service executives spend a considerable amount of time thinking about the need to ...

Overview:  AI handles routine questions instantly, while humans focus on complex and emotional issues. Done right, support feels more personal, not automat ...

Salesforce Inc. said today it’s adding yet another artificial intelligence capability to its arsenal with the launch of a new application called Service Intelligence within its Service Cloud, its ...

The software company NICE launched Enlighten AI to improve customer service and clients' efficiency. Enlighten AI decreases the workload for representatives and enhances customer interactions. This ...

PASADENA, Calif.--(BUSINESS WIRE)--QLESS, the leader in customer engagement and queue management software, is excited to announce the launch of Service Intelligence, a powerful addition to its ...

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 Fall 2025 launch introduces agents, automation, and integrations with Alloy, Salesforce, Linear, and Gong, turning customer signals into real-time intelligence and action Today, Dovetail announced ...

Customers tell us far more about what they think and feel than we might realize. In the new world of data-driven customer experience (CX), there are countless opportunities to get to know your ...

The current CRM scene keeps advancing at a rapid pace, with innovative companies now leaning toward options combining ...

It’s been an eventful year in technology, but one theme stands out as the dominant one of 2024: the emergence of generative artificial intelligence as a viable, even breathtaking, advancement. It ...

Customer intelligence is a process that gathers and analyzes information regarding customer behavior, aiming to understand their needs better, enhance engagement, and ultimately, drive business growth ...

Forbes contributors publish independent expert analyses and insights. Rachel Wells is a writer who covers leadership, AI, and upskilling. Within the last five years, Google searches for "remote ...