Forbes contributors publish independent expert analyses and insights. I write about the economics of AI. Working in a call center is no walk in the park. Agents deal with a constant influx of calls, ...

Armen Kirakosian remembers the frustrations of his first job as a call center agent nearly 10 years ago: the aggravated customers, the constant searching through menus for information and the notes he ...

Gartner says using AI to fix customer gripes could cost more than using humans by 2030 ai-pocalypse AI will not replace the people in the call center, but it will rejigger the software stack to make ...

When most people think of AI in call centers, they are likely to think of digital phone trees — automated menu systems that guide callers through a variety of messages and prompts to direct their call ...

Many companies are moving beyond rigid, scripted chatbots toward more natural customer interactions. A new voice AI agent called Leaping AI is part of a movement bringing the call center industry into ...

Imagine in the near future, you call a customer service number for a cruise line and are greeted by a highly knowledgeable, smooth-talking artificial intelligence (AI). In a fluid conversation, the AI ...

Call centers have long been front and center in providing customer service and support — in fact, IBIS World estimates that there are 36,787 customer care centers employing 305,000 individuals in the ...