The challenge now is to identify use cases where agentic systems can produce measurable improvements in productivity, quality, and customer experience.

Insurance brand Aflac is piloting generative AI company-wide, including integrating it into its call center. SVP Keith Farley ...

The Federal Communications Commission (FCC) is considering new rules requiring customer service agents to be based in the United States, with the proposition that Americans receive better support when ...

As contact center AI surges toward a $13.5 billion market, Cresta's new Knowledge Agent aims to solve one of the industry's ...

Are you actually a human?” The voice of a middle-aged man, thick with anger, roars through the phone. For Lee Eun-young — a ...

In 2026, artificial intelligence in the contact center is no longer defined by pilots, proofs of concept or experimental chatbots. For many businesses, AI has moved into production and become part of ...

Advanced AI capabilities, machine learning and natural language processing technology are steering the transformation of AI contact center solutions. The rapid evolution of AI automation in healthcare ...

Health San Diego cuts call times 25% using Amazon Connect, improving patient access and reducing call abandonment rates by up to 60%.