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 ...

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 ...

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 ...

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 ...

Justin Robbins is senior manager, content marketing at Talkdesk. Over the past two decades, Justin has grown from a front-line customer service agent to one of the most recognizable faces (and bowties ...