October 23, 2025Key Takeaways Let's cut through the buzzwords. Last summer, I talked about agentic AI, and many of you asked for…- October 21, 2025Key Takeaways While consumer preference is shifting to texting over calling, voice remains the dominant contact channel, accounting for up…
- October 16, 2025At the recent Customer Response Summit in San Diego, I had the privilege of hosting a dynamic “Practitioner Pop-up” session…
- October 13, 2025Key Takeaways Take a look at the following example of a conversation with a typical AI agent. Does it feel…
- October 6, 2025Key Takeaways Large language models (LLMs) are rapidly becoming core components of enterprise systems, spanning from customer support to content…
- August 22, 2025Customer experience excellence at enterprise scale is no small task. For Roku—a global leader in TV streaming with over 90…
- August 20, 2025AI is one of the most exciting new developments in customer service. But how does customer service AI work, and…
- August 20, 2025Participating in AI Demo Days with AmplifAI was a unique opportunity to step back, survey the rapid evolution of contact…
- July 30, 2025Before the rise of generative AI, most people didn't think twice about what powered the systems behind their daily digital…
July 16, 2025Customer expectations have outpaced the capabilities of traditional chatbots. It's no longer enough to provide canned responses or navigate rigid…
July 10, 2025Gartner recently predicted that agentic AI will automatically resolve 80% of common customer service issues by 2029. Sounds exciting, right?…- June 11, 2025Key Takeaways While the horizon of artificial intelligence promises truly autonomous, agentic systems capable of complex reasoning and action, the…
June 2, 2025Business messaging is more than just order confirmations and shipping notifications. Engaging, two-way conversations with customers on SMS/texting, web chat,…- May 22, 2025As AI evolves, particularly with the arrival of agentic AI, the synergy between AI and human intelligence becomes a key…
- April 29, 2025Key Takeaways Is your AI investment delivering provable value, or is it still operating like a black box? In today's…
- April 24, 2025Customer service is evolving, and with it, the demands placed on service agents are rapidly increasing. From managing complex inquiries…
- April 15, 2025As AI transforms business operations across industries, leadership teams face increasing pressure to make informed decisions about technology investments. According…
- April 9, 2025Key Takeaways In the world of software and automation, "orchestration" is a familiar term. At its simplest, an orchestration tool…
