New virtual agent capabilities reduce customer effort, prevent repeat contacts, and give service leaders confidence to scale ...

Zoom Communications unveiled Zoom Virtual Agent 3.0 on Feb. 24, introducing an execution architecture designed to automate end-to-end customer resolution across enterprise systems. The update builds ...

Over the past few years, first touch resolution has become a major focus for customer service of any kind. That's not by accident. The ability to resolve customer questions, issues and concerns ...

Today's volatile market environment requires companies of all sizes to do more with less--work smarter, faster, and harder, while remaining agile, responsive, and customer-focused. Most organizations ...

Only 9% of customers report resolving their issues completely via self-service, according to Gartner, Inc. (www.gartner.com). Many companies create more channels for customer service, but this creates ...

How AI is reshaping customer experience by enhancing effort, resolution, retention and more — leading to a new era of engagement and efficiency. A group of customer experience (CX) and artificial ...

Forbes contributors publish independent expert analyses and insights. Tony Bradley covers the intersection of tech and entertainment. The pace of technological innovation has significantly raised ...