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Expertise from Forbes Councils members, operated under license. Opinions expressed are those of the author. In the realm of customer service, a monumental shift is underway. Outdated legacy software ...

Google Cloud has introduced Customer Engagement Suite with Google AI, an application suite that combines conversational AI with contact-center-as-a-service (CCaaS) functionality for automated customer ...

Fergal Reid, director of machine learning at Intercom, whose customer support software is used by 25,000 enterprises, just rolled out some new features for clients powered by ChatGPT. It turns out ...

I’m on the phone with a startup executive roleplaying as a frustrated customer, and a note along with a speedometer icon appears on my computer screen: Speaking slowly — You are speaking slower than ...

Calabrio Inc., a Minneapolis-based maker of customer service software, has introduced a new version of its main product that executives believe will accelerate its reach beyond corporate call centers.