Despite advancements in unlocking data for business insights and analytics, security and governance remain a major concern ...

Organizations are confident in their data yet cite governance and security as top barriers to scaling AI agents, say IDC ...

Salesforce announced expansions to Headless 360, an architectural framework that lets AI agents interact with platforms ...

Metrigy's Q2 AI Sentiment index shows fewer extreme attitudes toward AI's impact on the economy — though misgivings about how ...

on the other side of the line sit in front of a laptop or a desktop PC and answer the call inside their web browser. That second leg of the call to the agent was done over WebRTC. Say a customer had a ...

The Gartner Magic Quadrant (MQ) for Conversational AI Platforms has been published. Like clockwork, as soon as it hits the wire, the market stops to see where the dots landed. Conversational AI has ...

Qlik joins other companies that have offered tools to improve data governance and maintenance, a core component of AI deployment. Companies that have released similar capabilities and tools include ...

AI-powered solutions are gaining ground in contact centers, as the following stats suggest. Aside from self-service implementations, AI assistance to the human agent during the call, as well as during ...

Teradata describes four levels to agentic AI maturity: experimenting, developing, building and operationalizing. A majority of respondents (40%) were in the development stage, where they had AI models ...

Harini Gokul is a CX executive with 20+ years scaling global customer organizations at Entrust, Microsoft, and AWS. She recently joined Afiniti's board.

Many customer service inquiries are similar and highly structured: order status, order refund, billing inquiry, etc. Generative and agentic AI-powered solutions can answer those questions but can’t ...

Tom Brannen is a technology analyst and founder of OnConvergence, focused on the evolving worlds of AI, customer experience, and unified communications. With over 20 years in the industry, he breaks ...