There’s good news and bad news for those whose blood pressure shoots up when a call center directs you to a chatbot without even the possibility of first conversing with a human. First, the bad: the ...

Kevin Wu is the CEO of Leaping AI. Leaping AI automates call centers with voice AI agents for customer service and lead qualification. In recent years, AI has been the focus of the call center ...

A new voice AI agent called Leaping AI is part of a movement bringing the call center industry into the age of sophisticated artificial intelligence.

A good general piece of advice: Keep calm, and always be polite. Call center employees are human beings doing a difficult job, so remind yourself that your beef isn’t with them, it’s with their ...

Investing in agent well-being, engagement, and coaching (backed by call center QA) directly translates into higher CSAT/NPS, fewer repeat contacts and churn, and more effective, empathetic customer ...

AMD shares soared 24% to $203.71 after the agreement was announced Monday, adding $63.4 billion to the company’s market valuation. It’s now worth $330.6 billion, more than Coca-Cola Co., General ...

Customers would prefer other options to calling their utility to report outages, writes contributor John McClean.

Customer communications have always balanced efficiency and empathy. Earlier tools leaned too far toward efficiency and left people feeling cold. This new wave of conversational AI shows it's possible ...

The restaurant voice AI provider Kea is named after a species of parrot from New Zealand. It’s a clever name for an AI voice company: Kea’s job is to listen to customer telephone orders and “parrot” ...