Sentiment analysis tools use AI to detect emotions and tone during interactions, offering agents real-time insights and next-step suggestions. Resources like CallMiner help agents respond ...

The attacks, which began over the Easter weekend, have been claimed by representatives of the DragonForce ...

Many early customer service ... a specialized scripting language called AIML (Artificial Intelligence Markup Language) to manage conversation rules. Instead of hard-coding every response, AIML let ...

AI phone calls are no longer a futuristic concept—they’re revolutionizing how businesses interact with customers. By combining voice technology, machine learning, and speech recognition software, ...

The incident began when a Reddit user named BrokenToasterOven noticed that while swapping between a desktop, laptop, and a ...

Empowering every team member—from frontline staff to partners—to think, act and connect with purpose is the foundation of ...

Social Security’s acting commissioner recently said out loud what many beneficiaries are thinking these days — the agency’s telephone customer service can “suck.” “We need to show how ...

DENVER — The Colorado Public Utilities Commission (PUC) revealed Thursday that Xcel Energy's automated system auto-disconnected about 100,000 customer calls last year — approximately one in 10 ...