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 ...

Since January the use of AI agents for customer service tasks has exploded by a compound annual growth rate of 2,199%, according to a new report by Salesforce. The number of agents available has more ...

When we outlined our CX trends for 2026, we talked about how autonomous service is replacing traditional customer service. Yes, our claim that the CSA (customer service agent) role is dead has a ...

Artificial intelligence is revolutionizing customer service across multiple industries. However, both industry professionals and American consumers say it’s a mixed blessing that requires a clear ...

Evolving its customer service AI offering, Salesforce plans to release Agentforce Help Agent next month. Help Agent commingles training on a user's own Agentforce Service (formerly Service Cloud) data ...

Heathrow and Salesforce launched AI assistant Hallie to manage customer inquiries, boosting efficiency at the UK's busiest airport.

Stonly, the knowledge platform for customer service in the AI era, today announced the launch of Business Process Agents (BPAs), AI agents that automate customer service processes end-to-end by ...

Intercom Inc. is expanding the role of its Fin artificial intelligence customer agent beyond customer support for the first time, positioning it as a sales assistant that operates across all stages of ...

Consumers have used AI for years, starting with basic (but let’s face it, not-so-great) chatbots. As more sophisticated AI agents have entered the scene in recent years, consumer skepticism was ...

The short answer is that AI voice agents are very good at predictable, high-volume interactions and weak exactly where humans are strong. Most enterprises don't replace their call center; they end up ...

The way we as individuals interact with companies (our "suppliers") is on the brink of a major change, driven by the rise of personal agents. These AI-powered "customer-side agents" are set to ...

Context-driven support. Agents gain faster access to case data, knowledge and actions. Enhanced agent productivity. Leaders can streamline workflows, reduce manual work and scale AI-powered support.