AI transforms training. AI is reshaping customer service training by helping agents develop problem-solving skills and emotional intelligence through realistic, adaptive learning environments. Agent ...

Sierra has unveiled Ghostwriter, a self-service tool letting businesses build AI customer service agents in plain English, ...

You're frantically trying to resolve an issue with a recent online purchase. It's late, you're frustrated, and you need help now. You reach out to customer service, dreading the thought of navigating ...

Workplace software provider Salesforce has formally announced Einstein Service Agent, the company’s first-ever autonomous AI agent. Salesforce said in a press release that it’s designed to “make ...

Todd Pruzan, HBR: Welcome to the HBR Video Quick Take. I’m Todd Pruzan, Senior Editor for Research and Special Projects at Harvard Business Review. In our rapidly evolving business landscape, ...

What is the best customer service AI agent platform for ecommerce in 2025? Text.com is the best platform for ecommerce in 2025. Independent scoring across resolution quality, ecommerce integrations, ...

Bret Taylor and Clay Bavor have sterling Silicon Valley pedigrees, with leadership roles at the biggest tech companies in the world. Now they’re in the startup trenches, on a quest to make AI agents ...

Whereas large language models (LLMs) attracted consumers well before enterprise users, SaaS platforms are driving the use of embedded AI agents to improve employee experience and productivity. AI ...

AI and automation are transforming contact center solutions, making customer service one of the most common ways that people will interact with AI in their daily lives. The advantages of well-executed ...

Jesse Zhang (left) and Ashwin Sreenivas (right) competed in science and math Olympiad competitions growing up. Now as cofounders of Decagon, the duo has raised $100 million to build AI agents that ...