How to build a world-class AI customer service team
Templates and guidance on building a customer service team that uses both AI and human agents to their fullest potential.
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The latest news and expert advice on AI, automation, and customer service
The ultimate guide to conversational AI in banking
Conversational AI has moved past its experimental phase. It’s a proven tool to give digital banking an edge.
Mudit Bhasin
Manager, Professional Services
Inside the Black Box
Subscribe to get a monthly roundup of the latest in AI, customer service, and technology.
We asked Microsoft what’s next for AI in customer service
Generative AI has transitioned from a luxury to a necessity in customer service. But what’s next for this transformative technology in 2025?
Perri Chaikof
Director of Customer Marketing
AI customer service: 5 predictions for 2025
AI isn’t just reshaping the customer service landscape — it’s redefining it. Here are five bold predictions for where AI customer service is headed.
Deanna Duxbury
Senior Manager, Content Marketing
Customer Service | 11 min read
The Kaizen approach: Continuous improvement using AI in SaaS customer service
Find out how SaaS companies can leverage the Kaizen approach to deliver exceptional AI customer service, improve retention, and scale effectively.
Sarah Fox
AI Content Specialist
Ambitious Innovators | 8 min read
6 things you need to know about managing an AI agent
From treating your AI agent like a team member to leveraging automation for strategic gains, these lessons are your path to successful AI customer service.
Megan Myke
Engagement Manager
The future of voice AI in customer service: Predictions, trends, and practical advice
Get an expert look into voice AI — where it stands today, the trends driving its future, and actionable steps for businesses to harness its potential.
Brian May
Voice, SME in Customer Success
Why AI customer service automation is the game-changer SaaS needs right now
SaaS customers aren’t just buying a product — they’re investing in an experience. That's where AI customer service automation comes in.
Sarah Fox
AI Content Specialist
The road ahead for AI customer service
Get a glimpse into the future possibilities for delivering unparalleled experiences with an AI agent.
Jennifer Sewell
Senior Director, Product and Brand Marketing
The ROI of customer service AI: Why it matters more than ever for SaaS
Get a close look at the cost savings, efficiency gains, and the long-term financial impact of customer service AI.
Maggie Brennand
Senior Product Marketing Manager
The ultimate guide to AI customer service
AI is much more than a way to automate tasks or cut costs — it's a strategic asset that can reshape every aspect of your business.
Jennifer Sewell
Senior Director, Product and Brand Marketing
From tickets to insights: How AI for customer service is turning support data into product gold
The secret to unlocking a treasure trove of user feedback, behavior patterns, and feature requests is hidden in your customer support interactions.
Faria Islam
AI Product Marketing Manager
Ambitious Innovators | 8 min read
Embracing AI in SaaS customer service: 4 lessons from early adopter Epos Now
Epos Now implemented an AI agent in August 2023. Their journey to seamless and personalized support offers valuable insights for other SaaS companies.
Mike Lidin
Senior Director, Customer and GTM Activation
5 essential AI integrations for customer support your SaaS company needs
Must-have AI integrations that will transform customer service from a cost center to a growth engine.
Grant Oyston
AI Product Marketing Manager