Latest Generative AI News

Contact Center & Omnichannel​

Vonage Boosts Voice Platform with AI-Powered SIP Capabilities

CRM & Customer Data Management

Salesforce Goes All-In on GenAI In Customer Service with Its Einstein Service Agent

Contact Center & Omnichannel​

Japanese Bank SMBC Trialing Customer Service Digital Avatars in Contact Centers

Customer Analytics & Intelligence

What Comes After NPS Surveys?

Contact Center & Omnichannel​

AWS Accelerates Post-Contact Summaries in Amazon Connect, Uplevels Its Omnichannel Proposition

CX TV

Friend or Foe? AI & the Contact Center Agent

Contact Center & Omnichannel​

Big CX News from Google, HubSpot, Salesforce, & Kore.ai

CRM & Customer Data Management

Salesforce Launches Fully Autonomous AI Agent, Aims to Make Traditional Chatbots “Obsolete”

CRM & Customer Data Management

SugarCRM Releases New GenAI CRM Capabilities – Promises to “Turbocharge Productivity” for the Midmarket

Contact Center & Omnichannel​

10 Bad Customer Service Examples, and What You Can Learn from Them

Customer Analytics & Intelligence

Kore.ai Introduces GALE: An “Industry-First” Generative AI Playground

Contact Center & Omnichannel​

The UK Government is Experimenting with GenAI Chatbots

Contact Center & Omnichannel​

Amazon Releases AI Chatbot ‘Rufus’ for US Customers

Contact Center & Omnichannel​

Big CX News from Avaya, Salesforce, Vonage, & Gartner

CRM & Customer Data Management

Amelia is Bringing its GenAI Solutions to the Las Vegas Strip

Customer Analytics & Intelligence

Customers Reject AI for Customer Service, Still Crave a Human Touch