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Contact Center
Gartner Warns Against Using AI to Replace Human Agents
CX TV
Klarna’s Bot Does the Work of 700 Full-Time Contact Center Agents. Could Yours?
Odigo Launches AI Orchestrator: Promises Exceptional CX Journeys
Talkdesk is Helping Bring Water to the Desert
CRM
Holland & Barrett’s Director of CX On Customer Satisfaction and The Importance of Market Research
HMRC Tries to Shelve Phone Customer Service, Backtracks Amid Furor
Talkdesk Launches a GenAI-Powered Autopilot, Targets Banking and Retail
Contact Center AI Doesn’t Have to Be Difficult (or Expensive!)
Klarna Claims Its New AI Assistant Does the Work of 700 Full-Time Agents
The Latest on Oracle’s New Communications Platform, High-Profile Chatbot Fails, & HubSpot
Swisscom Snaps Agent Workloads In Half After Running These Two Projects
Gartner Warns that GenAI “Will Directly Lead to the Death of a Customer” by 2027
By 2028, the EU Will Mandate “the Right to Talk to a Human” In Customer Service, Predicts Gartner
Google Tests New Innovation That Allows Customers to Skip Contact Center Queues
Conversational AI
Court Orders Air Canada to Pay Out for Chatbot’s Bad Advice
Ex-Salesforce Co-CEO Launches AI Agent Startup
