For years, contact centers have relied on traditional IVR scripted workflows to manage customer conversations. While effective...
Year: 2026
Today, we’re announcing a new console experience in Amazon Bedrock for you to experiment, iterate, and scale...
But social media isn’t all bad, all the time. It can provide opportunities for some people, including...
Gong and other scholars have been issuing warnings about the security vulnerabilities of AI agents for a...
This story is from The Checkup, our weekly newsletter giving you the inside track on all things...
The must-reads I’ve combed the internet to find you today’s most fun/important/scary/fascinating stories about technology. 1 The...
The Quality Evaluation Agent (QEA) in Dynamics 365 Customer Service now supports email evaluations, available in Public...
Unifying service activity into a continuous, connected experience Service work rarely happens in isolation. What looks like...
Email Classification adds intelligent context to enhance Automatic Record Creation (ARC) and enable a smarter service flow....
Courts are starting to grapple with this question. In February, a federal court in Michigan ruled that...
