While voice AI agents are already able to automate simple requests, automating complex workflows is still elusive, meaning ...

Amazon.com Inc on Tuesday announced voice recognition as part of a suite of call-center services for businesses, as the company sees growing demand for its cloud tools during the coronavirus pandemic.

Since 2023, Teleperformance has been widely adopting AI across internal and client operations—how is the company keeping its ...

With the arrival of AI, the human headcount in the contact center—including people who might otherwise answer a call and talk ...

Active listening training empowers call center agents to boost FCR and CSAT, reduce repeat calls, and deliver empathetic, ...

A survey of 2,000 Americans conducted between March 8 and July 8 shows that 16% of those surveyed believe 911 calls are being answered by AI instead of live dispatchers without disclosing, according ...

Attuned Intelligence ("Attuned"), a healthcare AI company, emerged from stealth today with $13 million in seed funding led by ...

The Salesforce tool, the company insists, is unique because it’s “conversation-first,” and “agent-first.” Essentially the idea is to dump the “ticket” system, and allow someone to make an IT help ...

Doctors say administrator directives allow immigration agents to interfere in medical decisions and compromise medical care.

The Bonneville County & Idaho Falls Emergency Communications Center (ECC) has launched the use of Aurelian, an AI-powered voice assistant that answers and triages non-emergency calls. This system is ...

The governor fired the top California cybersecurity official. He says the people who oversaw him were unqualified.

Durbin listed various controversies for critics of Bondi's Justice Department, the closed investigation into Border Czar Tom ...