Is AI Making Call Center Agents Better Or Replacing Them?
As call centers ride the AI wave across the globe, human call center agents are wondering if AI will replace them or not.
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Google’s Customer Engagement Suite: CX Progress or Peril for Competition?
Google's release of Customer Engagement Suite with Google — a Contact Center as a Service (CCaaS) product — with advanced artificial intelligence signals a strategic step to strengthen the ...
Google CEO’s 2025 AI Strategy Deemphasizes Search Box
Google's CEO says 2025 will be about making AI apps like Gemini the point of contact between users and search. What does it ...
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AI taking pressure off contact center agents by improving their eyes, ears, and voice
The value of AI is not in replacing jobs, but in doing the jobs that enhance the ears, the eyes, and the ‘voice’ of the contact center – their agents, so that both can, put simply ...
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Google puts AI agents at the center of Gemini update
SAN FRANCISCO, Dec 11 - Alphabet's (GOOGL.O), opens new tab Google on Wednesday released the second generation of its artificial intelligence model Gemini and teased a slate of new ways to use AI ...