AI

A new generation of point AI solutions will prove themselves in 2019. They’ll build new trust, urgency and understanding of…

Adding artificial intelligence to the contact center is an important decision that involves a significant investment of time money, and…

There’s no doubt that artificial intelligence is going to be more and more common in customer service and support interactions….

Many analysts are making predictions on the adoption of artificial intelligence, messaging apps and the convergence of the two in…

In the years that we have been working with artificial intelligence (AI) in IFS Labs I’ve talked to many of…

At a conference earlier in Q4, I asked the 300+ attendees “are you happy with your service organization and delivery?”…

One of the greatest stumbling blocks for organizations is the transition from an AI-based interaction to live agent assistance. When…

One of the best first steps for successfully implementing artificial intelligence into your customer experience strategy is an evaluation of…

When it comes to artificial intelligence, one of the most common questions in the mind of retail customer experience leaders…

Artificial intelligence has the potential to transform the contact center industry. Much of the conversation has centered on chatbots or…

While there isn’t a specific threshold for “too much” or “too little” artificial intelligence, every organization should take great care…

What happens when your contact center is ready to stop talking about chatbots or conversational AI and wants to move…