Agent Assist, developed with Google Cloud, summarizes conversations between workers and beneficiaries while highlighting relevant information, like enrollees’ benefit and eligibility details.

Armen Kirakosian remembers the frustrations of his first job as a call center agent nearly 10 years ago: the aggravated customers, the constant searching through menus for information and the notes he ...

NEW YORK (AP) — Armen Kirakosian remembers the frustrations of his first job as a call center agent nearly 10 years ago: the aggravated customers, the constant searching through menus for information ...

The race to delight customers, increase wallet share, and reduce cost to serve for all companies - large and small - is driving a high-stakes gold rush for the artificial intelligence (AI)-driven ...

Call centers have long been front and center in providing customer service and support — in fact, IBIS World estimates that there are 36,787 customer care centers employing 305,000 individuals in the ...

Yishay Carmiel is the founder & CEO of Meaning and a global AI expert known for building disruptive, revenue-generating products & services. Artificial intelligence (AI) has touched us all, from our ...

With AI dominating headlines, it’s easy for any business decision-maker to get wrapped up in how to fast-track their teams and innovations with the emerging tech. This rings true for the contact ...

Armen Kirakosian remembers the frustrations of his first job as a call center agent nearly 10 years ago: the aggravated customers, the constant searching through menus for information and the notes he ...

ATLANTA--(BUSINESS WIRE)--Intradiem, the leading provider of contact center automation solutions, has partnered with Thrive Global to deliver stress releasing wellness Reset sessions to contact center ...

Whether managing a small help desk or a global contact center, understanding ACD is essential for optimizing customer and service excellence. Automatic Call Distribution (ACD) is the backbone of ...