AI transforms training. AI is reshaping customer service training by helping agents develop problem-solving skills and emotional intelligence through realistic, adaptive learning environments. Agent ...

Since January the use of AI agents for customer service tasks has exploded by a compound annual growth rate of 2,199%, according to a new report by Salesforce. The number of agents available has more ...

When we outlined our CX trends for 2026, we talked about how autonomous service is replacing traditional customer service. Yes, our claim that the CSA (customer service agent) role is dead has a ...

Customer service is evolving fast. Traditional chatbots and support teams alone can’t keep up with rising expectations. That’s where AI agents come in—smart, autonomous systems built to handle ...

Artificial intelligence is revolutionizing customer service across multiple industries. However, both industry professionals and American consumers say it’s a mixed blessing that requires a clear ...

Jesse Zhang (left) and Ashwin Sreenivas (right) competed in science and math Olympiad competitions growing up. Now as cofounders of Decagon, the duo has raised $100 million to build AI agents that ...

Evolving its customer service AI offering, Salesforce plans to release Agentforce Help Agent next month. Help Agent commingles training on a user's own Agentforce Service (formerly Service Cloud) data ...

But as anyone who has ever had frustrating conversations with a chatbot online or over the phone can attest, completely removing humans from the customer experience is often far from the best choice.

The short answer is that AI voice agents are very good at predictable, high-volume interactions and weak exactly where humans are strong. Most enterprises don't replace their call center; they end up ...

Intercom Inc. is expanding the role of its Fin artificial intelligence customer agent beyond customer support for the first time, positioning it as a sales assistant that operates across all stages of ...

Context-driven support. Agents gain faster access to case data, knowledge and actions. Enhanced agent productivity. Leaders can streamline workflows, reduce manual work and scale AI-powered support.

STAMFORD, Conn.--(BUSINESS WIRE)--Sixty percent of customer service agents fail to promote self-service options, according to a survey by Gartner, Inc. A Gartner survey of 5,801 customers conducted in ...