A complete WEM suite makes it easier for Salesforce to position Agentforce Contact Center as a replacement for current CCaaS ...

Harini Gokul is a CX executive with 20+ years scaling global customer organizations at Entrust, Microsoft, and AWS. She recently joined Afiniti's board.

There have been a lot of enterprise AI discussions have focused on content risks like hallucinations, biased outputs, inaccurate information, data leakage, and compliance concerns. But now, the new ...

Many customer service inquiries are similar and highly structured: order status, order refund, billing inquiry, etc. Generative and agentic AI-powered solutions can answer those questions but can’t ...

Every year, the same conversation. I would walk into budget season with trepidation even though I led teams that touched every meaningful customer moment. Retention. Revenue. Loyalty. The outcomes ...

When AI Takes Action, Who Takes Responsibility? Generative AI has already changed how contact centers work by helping agents summarize conversations, surface knowledge and draft responses, but the ...

Zoom has been positioning its AI Productivity Suite as part of its overall strategy to model AI-infused work as a "system of action," and the explanation for where AI Companion went helps solidify a ...

More businesses are adopting agentic AI to aid knowledge workers, automate workflows and unlock unstructured data such as chats and meeting transcripts. However, while AI can be helpful, rushing ...

This specific partnership will bring Palantir Foundry’s ontology – a system for organizing business data so it can be read and understood by machines – governance and operational infrastructure into ...

Using AI agents to streamline processes and drive governance is an overarching theme among Gartner’s trends. Gartner says that decision governance will make agentic decisions more trusted and faster ...

Last week I received two pitches from very different corners of the technology industry. One came from Levelpath, a procurement platform that helps organizations manage purchasing, contracts, and ...