Modern CX depends less on where data lives and more on how signals, AI, and governance come together at decision time.

The human brain doesn’t remember everything verbatim. It remembers meaning. Patterns. Emotional weight. That’s the standard ...

AI phone agents are revolutionizing customer service by replacing outdated, impersonal phone systems with intelligent, personalized and efficient conversations that boost satisfaction and business ...

AI won’t fix customer experience if phone systems and CRM platforms don’t share real-time context. Integrating them first ...

Model Context Protocol (MCP), a new open standard that defines how AI systems connect to data and tools, helps solve the ...

Silverback AI Chatbot has announced the release of its “AI Assistant” feature, designed to revolutionize how businesses interact with customers through intelligent, automated conversations. This ...

The mission of customer service should be self-explanatory: to better serve a company's customers. And yet so many large enterprises fall short of this goal. They don’t have robust systems in place to ...

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Many of us dread making a customer service phone call. In response, companies have turned to interactive voice response systems — IVRs — to handle customer inquiries, save money, and simplify things.