In our latest startup conversation, I sat down with two executives of AptEdge, a firm using natural language processing to improve customer service. Aakrit Prasad (pictured, right) is the co-founder ...

You're probably familiar with chatbots because you've used them in some form within your business's digital presence, or you’ve at least interacted with one at some point in your own customer journey.

Salesforce has announced a swathe of updates to its Service Cloud, which it believes will help companies connect their customer service operations - from DevOps teams, through the contact center, all ...

Today's communication with businesses are powered by emerging technologies and supported by humans. NICE Enlighten, a purpose-built AI for customer experience, has operations, agents, and customers ...

When you're a business owner, it's hard to be everywhere at once — even though, your venture kind of demands it of you, especially if you're a solopreneur. Luckily, there are lots of tools on the ...

No matter what industry you're in, few things are more important for your business's continued success than quality customer service. Improved customer service has been directly linked to better ...

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 ...