The latest news and expert advice on AI, automation, and customer service
As AI chatbots become more advanced, should they sound just like us, or retain some bot-ness?
Want to implement conversational AI for customer service? Read this guide to learn how conversational AI can help your customer service team.
Before you can determine if chatbots or conversational AI is best suited to your customer service needs, you have to understand the difference.
Here’s a look at why containment rate fails as an automation metric, and measures of success that can be tapped instead, such as automated resolutions.
How is generative AI being used by real companies right now? Learn how top brands across industries are using generative AI for customer service.
Understand the differences between traditional IVR, a conversational AI voice bot, and call center automation so you can make the right investment for your business.
If you're in customer service, you're probably wondering what AI is, how it applies to customer service, and if it will take your job. We're here to help you separate the buzz from reality.
AI can’t do customer service entirely on its own. Human customer service workers have to build new systems and overcome challenges to reap its benefits.
A new metric is now the North Star for customer support: Automated Resolutions. Here's how to optimize for it.
Ada Interact is back, and this year we’re doubling down on AI-first CX.
We dig into the main conversational AI best practices we teach our own clients regarding voice automation for customer service.
We're revealing the best practices Customer Success managers use to effectively implement generative AI in customer service automation.
The rising cost of human-led support is a frustrating reality in customer service. Is generative AI customer service the answer?
