RFP template: Choosing AI technology for enterprise customer service
An excel sheet containing 100+ detailed evaluation questions across seven categories in scoring-ready format you can send directly to vendors.
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Enterprises are rethinking how AI fits into their customer service model. From team structures to long-term planning, explore the strategies behind successful transformation.
AI strategy & transformation | 11 min read
the anatomy of an AI agent
Here’s a look at the nuts and bolts of an AI agent and what’s most important to know about how to successfully integrate them into your business.
Sage Lazzaro
Technology Journalist
AI strategy & transformation | 12 min read
is customer data safe in a world run by AI agents?
How safe is customer data in a world run by AI agents? And what do companies need to do to protect it?
Sage Lazzaro
Technology Journalist
AI strategy & transformation | 14 min read
the biggest challenges left to tackle in customer service — and how AI can help
As this year of impressive innovation comes to a close, it’s the perfect time to think about customer service challenges and opportunities.
Sage Lazzaro
Technology Journalist
AI strategy & transformation | 12 min read
the AI & operations playbook: how to take AI and apply it to the operations of the business
CEO of the AI Exchange, Rachel Woods, walks through the playbook that they use for customers and internally, to optimize operations with AI.
Rachel Woods
CEO, AI Exchange
AI strategy & transformation | 12 min read
how data from AI customer service can supercharge the entire business
Here’s a deeper look at the role AI and data can play in helping companies predict everything from ROI and churn to specific customer service issues.
Sage Lazzaro
Technology Journalist
AI strategy & transformation | 13 min read
how human do we really want our AI bots to sound?
As AI chatbots become more advanced, should they sound just like us, or retain some bot-ness?
Sage Lazzaro
Technology Journalist
AI strategy & transformation | 16 min read
chatbots vs. conversational AI: what’s the difference?
Before you can determine if chatbots or conversational AI is best suited to your customer service needs, you have to understand the difference.
Sarah Fox
Senior Content Producer
AI strategy & transformation | 12 min read
why customer service leaders are sounding the alarm on containment rate and establishing new chatbot metrics
Here’s a look at why containment rate fails as an automation metric, and measures of success that can be tapped instead, such as automated resolutions.
Sage Lazzaro
Technology Journalist
AI strategy & transformation | 13 min read
what AI can’t do for customer service — and why it needs humans to coach it
AI can’t do customer service entirely on its own. Human customer service workers have to build new systems and overcome challenges to reap its benefits.
Sage Lazzaro
Technology Journalist
AI strategy & transformation | 11 min read
how generative AI is transforming customer service organizations
The rising cost of human-led support is a frustrating reality in customer service. Is generative AI customer service the answer?
Sarah Fox
Senior Content Producer
AI strategy & transformation | 6 min read
announcing ada’s new generative AI capabilities, and a new channel
New generative AI capabilities to automate more with less effort, power more complex use cases, and bring AI to new channels.
Lynn Pine
AI Content Specialist
AI strategy & transformation | 9 min read
knowledge base best practices for generative AI
Best practices for knowledge management to make the most out of generative AI for CX automation while ensuring it remains relevant, accurate, and safe.
Jérôme Solis
Senior Product Manager