The Real ROI of Agent Assist in the Contact Center
Agent assist has become one of the most widely adopted AI capabilities in customer service. Almost every contact center has piloted or purchased some form
Liad Churchill, Head of Brand Communications
Artificial Intelligence and Deep Learning expert, Liad Churchill, brings depth of knowledge in marketing smart technologies.
Author Posts
When AI Leaves the Screen: What Service Organizations Need to Know About Physical AI
AI in customer service has evolved rapidly, moving from static knowledge bases to real-time agent assistance and, more recently, to agentic systems that automate multi-step
How Telecoms Should Rethink Their 2026 Budgets Around the Home Experience
Telecom budget planning has become increasingly difficult. Operators are under pressure to stabilize EBITDA, reduce telecom OPEX, manage CapEx carefully, and protect customer revenue in
Reducing No-Fault-Found Returns After the Holidays Through Better Customer Support
The post-holiday period typically sees a surge in customer service product returns for consumer electronics and appliance brands. Many of these returns do not involve
What Is Spatial Intelligence in AI and Why It Matters for Customer Service
Understanding Your Customer Space: The Rise of Spatial Intelligence in Service Artificial intelligence has learned to process language and interpret visuals. Language models taught AI
Five Hidden Risks of Implementing AI in Contact Centers
The five Hidden Risks of Implementing AI in Contact Centers Across the industry, contact center leaders are investing heavily in AI, from chatbots to cognitive
Six Discussions Shaping How AI Is Transforming Customer Experience
Across the industry, customer experience leaders are asking many of the same questions. Everyone is experimenting with AI in customer service, yet few feel certain
Will AI Replace Call Center Agents? Why an Agentless Future Isn’t the Goal
The question of whether AI will replace call center agents has become one of the biggest debates in customer service. Predictions of agentless call centers
Reducing Call Center Costs with AI: A Practical Look at What Works
Customer service leaders often ask what the real cost of a contact center agent is. The answer reaches far beyond salary. It includes training, technology,
Agentic IVR: How AI Is Giving Customer Service Its Senses Back
Agentic IVR: How AI Is Giving Customer Service Its Senses Back The phone channel has survived every wave of digital transformation. Even with the rise
Multimodal CX Explained: Seeing, Hearing, and Understanding the Next Frontier of Customer Experience
Customer service is changing fast. For years, AI systems learned to read and write, and more recently to speak. Yet they still lack visual perception.
Delivering on the Whole-Home Wi-Fi Promise: Connectivity Guru AI Model 3.1
A customer sits through another frozen video call, Wi-Fi bars flickering, frustration mounting. This single, familiar moment captures the everyday reality Connectivity Guru AI Model
