Enterprises everywhere are investing heavily in AI agents with the hope of gaining efficiency, reducing cycle times, and ...

Agentic AI used to augment human contact center agents may lead to new and improved customer service delivery.

The age of human plus agent collaboration isn’t on the horizon. It’s already here, and it will shape the next chapter of how ...

This article explores the five biggest mistakes leaders will make with AI agents, from data and security failures to human ...

Understanding how humans and AI or robotic agents can work together effectively requires a shared foundation for experimentation. A University of Michigan-led team developed a new taxonomy to serve as ...

The year 2026 is poised to mark a turning point for AI agents in the enterprise. After several years of hype and ...

The future of sales may no longer hinge on how quickly humans can organize their pitch decks, analyze customer data or ...

My focus here is specifically on how the term “agent” is used in the contact centers, where it has unequivocally meant human agents – people who dealt directly with other humans, namely customers. The ...

Live agents are perceived as being better than bots at most customer service tasks, especially when frustrated consumers are looking for a little empathy. “Please hold for the next available agent.” ...