Forbes contributors publish independent expert analyses and insights. Kathleen Walch covers AI, ML, and big data best practices. Sep 29, 2024, 11:42am EDT Many companies are turning to AI to help with ...

Report from leading independent research firm covers the use of digital customer interaction solutions for orchestration, AI, and asynchronous communication The new report provides an overview of how ...

Gen Z workers often get flak for the remote working trend, but a survey has found that they want more in-person interaction. Some 91% of Gen Z workers say it would be nice to have a balance between ...

Humans are social beings, and it is well-established that strong relationships are good for us. Many studies show that we feel better when we're socializing than when we're alone. But some have argued ...

AI transforms training. AI is reshaping customer service training by helping agents develop problem-solving skills and emotional intelligence through realistic, adaptive learning environments. Agent ...

From multimodal copilots to autonomous agents, some companies are banking on AI to transform every layer of the customer experience. AI-powered customer interactions are rapidly evolving, with ...

These are the fundamental ideas behind “interaction analytics,” getting insight into those customer interactions. The benefits of interaction analytics are many: enabling better-decision making, ...