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 ...

Customer service and customer experience (often referred to as CX) are two important terms that business owners and brands need to understand in order to thrive in today's competitive marketplace.

Texting provides the opportunity for an ongoing conversation even when the customer is on the go. Messaging allows a conversation to be nearly as real-time as a voice call and allows for a lot more ...

Every day, thousands of conversations between businesses and their customers unfold, each containing valuable insights that traditionally vanished into thin air. Conversation intelligence technology ...

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 ...

Artificial intelligence (AI) is no longer just an add-on in customer service — it’s a core technology, enhancing speed, accuracy and scalability. But while AI excels at automation and data-driven ...