PolyAI, the leader in enterprise-grade agentic AI for customer experience, has kicked off its fiscal year earning top industry honors for the measurable results it delivers for its customers.

AI is revolutionizing customer service in 2025, offering speed, personalization and efficiency. But to avoid frustrating users, businesses must ensure the following things. AI has become essential in ...

The numbers are sobering. Organizations invested $47 billion in AI initiatives during the first half of 2025, yet 89% of that spend delivered minimal returns. Most projects collapsed under the weight ...

For more than a decade, artificial intelligence (AI) has been steadily evolving and expanding to reshape how we live and work. From speech recognition and language processing to self-driving cars, ...

We have all had this conversation before. You call a company with a real problem. Not a menu problem. Not a “press 1 for billing” problem. A human problem. You explain it carefully, patiently and you ...

Being unable to reach a customer service representative the moment you encounter a problem feels almost archaic. And yet, 24/7 assistance only became the norm some 30 years ago, when globalization and ...

The MarketWatch News Department was not involved in the creation of this content. First look at 2025 holiday shopping shows 78% of consumers used AI for help, yet only 29% say it improved their ...

When Dolores Taylor needed to update her bank information with the Social Security Administration (SSA) earlier this year, the 84-year-old Alaska resident called her local Social Security office and ...

That is just a three-year window, and you may expect that high-profile firms like those on the 500 list may value the traditional human touch — and pay for it — more so than less deep-pocketed ...

Editor's note: We’re kicking off a three-part series from new CMSWire contributor Andrew Neff on the state (and speed) of voice AI. Part 1, launching today, sets the baseline: how far voice AI has ...

51% of U.S. small businesses have now adopted AI for customer service, but 83% would still prefer speaking to a real person rather than an AI. Businesses risk losing trust, sales and customer loyalty ...