Since generative AI exploded onto the scene with the release of ChatGPT (still less than two years ago, unbelievably), we’ve seen that it has the potential to impact many jobs. Perhaps one that will ...

It’s no wonder that customer service roles are known for burnout and high turnover—a trend that has only increased during the Great Resignation. But it doesn’t have to be this way. By investing in the ...

Will AI mean the end of the road for my customer service career? This is a question I imagine some customer service employees are asking themselves right now. As companies automate more basic queries, ...

Welcome to "Salary Journeys," a series that discusses how much people have made over their careers. In this journey, 34-year-old Pam shares how she pivoted from wellness to tech. Pam didn't know what ...

One red-hot category in the generative AI space is customer support, which isn’t surprising, really, when you consider the tech’s potential to cut contact center costs while increasing scale. Critics ...

Agentic AI is poised to take on a much more central role in the IT industry, according to a new report from Cisco. The report, titled "The Race to an Agentic Future: How Agentic AI Will Transform ...

Customer service is at the forefront of the artificial intelligence (AI) revolution and everyone’s trying to keep up. Here’s the question people are asking — will customer service AI replace human ...

When a Microsoft customer service agent like Azure support escalation engineer Michael Simons takes a case out of his queue, he never knows what kind of inquiry will appear in his chat window. Will it ...