Home → Automation
Contact Center & Omnichannel
Microsoft Steps Toward “Fully Autonomous Contact Centers” with a New-Look AI Agent
Lenovo’s Customer Service AI Chatbot Got Tricked Into Revealing Sensitive Information. Here’s How.
CRM & Customer Data Management
Salesforce to Roll Up Regrello, Its Third Acquisition in Three Weeks
No More “Ifs”: Why AI Is Now a Non-Negotiable for Government Customer Service
Why Voice Automation Is Finally Ready to Resolve, Not Just Redirect
Big CX News from Salesforce, AWS, Pegasystems, RingCentral & NiCE
Customer Analytics & Intelligence
Apple Releases a Customer Support Agent, But Should Have Much Greater Ambitions
Pegasystems Promises “Industry-First” Customer Self-Service Capabilities with Its Latest Launch
Who’s Watching the AI? Scorebuddy Brings Oversight to Agentic Automation
Empathy, AI and the Contact Center Conundrum
Five9 CEO to Retire, Seeks an AI Innovator as His Replacement
Big CX News from NiCE, OpenAI, Five9, & Microsoft
ServiceNow on the Upcoming “Extinction” of Traditional CRM, Its Big Google Deal, and Hiring
HubSpot Bolsters Its Landmark CRM-ChatGPT Integration, Unveils New Possibilities
Why CX Leaders Are Tired of AI That Doesn’t Work
The Top Data Analytics Service Providers Powering Smart CX
