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, ...

When customers see a real person's face and bio rather than a corporate logo, they perceive agents as friendlier and better ...

Editor’s note: Carl will lead an editorial roundtable on this topic at VB Transform next week. Register today. OpenAI has released a new open-source demo that gives developers a hands-on look at how ...

AI contact center technology is fundamentally reshaping customer service, combining automation, virtual agents, AI agent assist, and voice bot technology. Platforms like Bright Pattern offer scalable, ...

A couple of weeks ago Salesforce launched Agentforce 3 to provide fast time to value and help to answer ROI questions about agentic AI. As the software evolves at pace, Salesforce itself is jumping ...

The way we as individuals interact with companies (our "suppliers") is on the brink of a major change, driven by the rise of personal agents. These AI-powered "customer-side agents" are set to ...

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 ...

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 ...

The research explores the question of how personalized customer service profiles influence customer behavior compared to standardized profiles.

Hallucinations, brand drift and trust gaps keep humans firmly in the loop — just in different roles than before.