Phase Zero: How to build the business case for upgrading to an AI Voice agent
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Enterprises are rethinking how AI fits into their customer service model. From team structures to long-term planning, explore the strategies behind successful transformation.
AI strategy & transformation | 9 min read
letting go of control in the era of AI agents
Despite the undeniable impact of AI, only 24% of customer service professionals currently using it. Here's why.
Mike Murchison
CEO, Ada
AI strategy & transformation | 9 min read
why customer service companies need to supercharge off-the-shelf models
Companies are shifting their AI strategies to focus on supercharging leading models with their own data and processes. Here's why.
Sage Lazzaro
Technology Journalist
new webinar: from human-first to AI-first customer service
We brought together some of the most innovative and ambitious C-Suite execs and CX leaders to talk about the shift from human-first to AI-first customer service.
Sarah Fox
AI Content Specialist
AI strategy & transformation | 10 min read
why do customer service chatbots still suck?
Making the move from chatbot to AI agent for your customer service can be intimidating, but we’re here to break it down for you.
Mike Gozzo
Chief Product & Technology Officer
AI strategy & transformation | 14 min read
questions to ask before you onboard a conversational AI platform for customer service
Selecting a conversational AI platform can be overwhelming. Here are 7 questions to help you find the perfect platform for your business.
Sarah Fox
AI Content Specialist
AI strategy & transformation | 20 min read
the truth about free chatbots for customer service
Free chatbots can’t meet a modern customer’s expectations. Here's the key differences between a free chatbot and an AI agent.
Sarah Fox
AI Content Specialist
AI strategy & transformation | 11 min read
the anatomy of an AI agent
Here’s a look at the nuts and bolts of an AI agent and what’s most important to know about how to successfully integrate them into your business.
Sage Lazzaro
Technology Journalist
AI strategy & transformation | 12 min read
is customer data safe in a world run by AI agents?
How safe is customer data in a world run by AI agents? And what do companies need to do to protect it?
Sage Lazzaro
Technology Journalist
AI strategy & transformation | 14 min read
the biggest challenges left to tackle in customer service — and how AI can help
As this year of impressive innovation comes to a close, it’s the perfect time to think about customer service challenges and opportunities.
Sage Lazzaro
Technology Journalist
AI strategy & transformation | 12 min read
the AI & operations playbook: how to take AI and apply it to the operations of the business
CEO of the AI Exchange, Rachel Woods, walks through the playbook that they use for customers and internally, to optimize operations with AI.
Rachel Woods
CEO, AI Exchange
AI strategy & transformation | 12 min read
how data from AI customer service can supercharge the entire business
Here’s a deeper look at the role AI and data can play in helping companies predict everything from ROI and churn to specific customer service issues.
Sage Lazzaro
Technology Journalist
AI strategy & transformation | 13 min read
how human do we really want our AI bots to sound?
As AI chatbots become more advanced, should they sound just like us, or retain some bot-ness?
Sage Lazzaro
Technology Journalist