A pioneering study by Anirudh Sharma Peri, a technology researcher and customer service specialist in the United States, ...

Artificial Intelligence (AI) is revolutionizing customer service by enhancing speed, efficiency, and providing ...

AI agents are being trained to detect and respond to human emotions using natural language processing (NLP), voice analysis ...

As artificial intelligence (AI) continues to make its mark on various industries, customer service is experiencing one of the ...

I am of the opinion that AI can already do all of the jobs that we, as humans, do,” Sebastian Siemiatkowski said.

1. Reimagine the ROI of customer service. The true value of AI-first customer service goes beyond cost reduction; it enhances support quality, scalability, and overall business impact. Savvy support ...

NatWest Bank's digital chief explains how the finance giant innovates while keeping its clients safe - and how other business leaders can benefit.

NPS alone no longer cuts it. Evolving customer experience metrics like CES and XQI are helping brands stay ahead in 2025 and ...

Steve Hsu, founder of AI startup SuperFocus, shares the three reasons he plans to switch to DeepSeek from closed-source ...

The integration of AI and blockchain is creating a groundbreaking new category of technology: AI agents. They’re autonomous, digital entities ...

Utility Week Intelligence’s recent roundtable with our partner EXL explored the impact of AI and data on contact centres and the customer experience. Here’s what we learnt.