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Posts tagged as “customer service”

Salesforce Expands Agentforce Across Customer Service, HR and IT

Illustration of an AI agent working in customer service

Salesforce Expands Agentforce Across Customer Service, HR and IT

By Deborah Yao on September 15, 2026

Salesforce EVP Kishan Chetan explains what factors are necessary to make good AI agents.

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How AI Boosts Agent Happiness for a Better Customer Experience

stock photo of customer service agents

How AI Boosts Agent Happiness for a Better Customer Experience

By James McManamey on December 27, 2024

An opinion piece by the director of go-to-market strategy at Verint, a CX automation provider whose tech powers more than 80 of the Fortune 100 companies

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New AI Tool Softens Voices of Angry Customers Phoning Call Centers

Woman yelling into a smartphone.

New AI Tool Softens Voices of Angry Customers Phoning Call Centers

By Deborah Yao on June 19, 2024

SoftBank is developing an 'emotion-canceling' AI tool that softens a customer's angry rants to address rampant phone harassment of customer service agents.

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The Alibaba Challenge: How to Effectively Engage with a Billion Customers

The Alibaba Challenge: How to Effectively Engage with a Billion Customers

By Yitong Wang, Depin Chen, Ofer Mintz, Kehan Chen on June 12, 2024

Alibaba uses AI chatbots to serve a billion customers daily. A case study by the Alibaba team.

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The Scientist Building an AI With No Reason to Kill Us
The Scientist Building an AI With No Reason to Kill Us
By Deborah Yao
Ben Goertzel, who popularized the term artificial general intelligence, says the leading AI labs are building it all wrong.
Analyst: Enterprise AI Spending Soars, But Model Loyalty is Weak
Analyst: Enterprise AI Spending Soars, But Model Loyalty is Weak
By Deborah Yao
Bloomberg Intelligence's Mandeep Singh says enterprise AI token consumption is up 2x to 5x but the link to ROI is less clear.
Deloitte AI Infrastructure Leader: From ‘Tokenmaxxing’ to ‘Valuemaxxing’
Deloitte AI Infrastructure Leader: From ‘Tokenmaxxing’ to ‘Valuemaxxing’
By Deborah Yao
Nicholas Merizzi suggests ways to get the most value out of enterprise AI spending and which KPIs matter.
AI Coding Agents Can Delete Evidence of What They Did
AI Coding Agents Can Delete Evidence of What They Did
By Jeremy Qin, David Schmotz, Derck Prinzhorn et al
German researchers said most AI models they tested failed to guard against hackers telling them to erase records of their actions.
OpenAI Introduces Personal AI Agent and ‘Ultrafast’ Mode
OpenAI Introduces Personal AI Agent and ‘Ultrafast’ Mode
By The AI Innovator Team
CEO Sam Altman unveils 'Dots,' personal AI agents fit for business work. But it's available only in higher-priced tiers.
WisdomTree Research Chief: AI Boom Isn’t a Bubble – But the Stakes Are Rising
WisdomTree Research Chief: AI Boom Isn’t a Bubble – But the Stakes Are Rising
By Deborah Yao
Chris Gannatti compares it to the dot-com bubble and sees important differences.
Agentic AI Building Blocks: Google’s Protocol Joins Linux Foundation’s AI Group
Agentic AI Building Blocks: Google’s Protocol Joins Linux Foundation’s AI Group
By Deborah Yao
Google's Agent2Agent lets agents from different companies to talk to one another - an important building block for agentic AI.
Inside FactSet’s Push to Build an Agentic Future
Inside FactSet’s Push to Build an Agentic Future
By Deborah Yao
FactSet SVP Patrick Starling said the company has quickly adapted to technology shifts from cloud to mobile to AI. Here's how they did it.
Bank Customers Embrace Generative AI – Up to a Point
Bank Customers Embrace Generative AI – Up to a Point
By Deborah Yao
Deloitte Principal Baylee Simon says bank websites beat search engines, AI and social media as trusted sources of banking product information.
What TikTok’s ‘Fruit Soap Operas’ Signal About Brand Engagement
What TikTok’s ‘Fruit Soap Operas’ Signal About Brand Engagement
By Saad Arshad
An opinion piece by the AI technical lead at Intelligent Relations
Experian EVP: Lessons from Launching Apps in ChatGPT
Experian EVP: Lessons from Launching Apps in ChatGPT
By Deborah Yao
Debbie Hsu details what worked – and didn't work – in bringing Experian's credit card, personal loan and insurance apps to the chatbot.
HCLTech’s HPE Acquisition Led to a Reinvention It Says Telecom Needs
HCLTech’s HPE Acquisition Led to a Reinvention It Says Telecom Needs
By Deborah Yao
HCLTech telecom chief Srinivas Lakkaraju says carriers have “no choice” but to move beyond connectivity as AI reshapes the industry.

AI Coding Agents Can Delete Evidence of What They Did
By Jeremy Qin, David Schmotz, Derck Prinzhorn et al on September 30, 2026
German researchers said most AI models they tested failed to guard against hackers telling them to erase records of their actions.
The Gap Between ML Research and Deployment: What Actually Breaks
By Disha Patel on June 23, 2026
An opinion piece by a software engineer and machine learning researcher at Apple (views are her own)
A Novel AI Model That Makes Instant, Expert-level Decisions Without Heavy Computation
By Josiah Kiok on April 23, 2026
It is 100x faster than other agents and performs at nearly a human expert level - while minimizing costs.
Agents of Chaos: A New Category of Enterprise AI Risk
By Natalie Shapira, Chris Wendler, Avery Yen and others on April 2, 2026
Researchers from some of the world's best universities believe AI agents are not ready to be deployed in the real world.