Stop Waiting for the Call: Predictive AI That Anticipates What Customers Need Next
From Customer Support to Customer Delight The customer helpdesk has traditionally been focused on reaction…
Rethinking Persona Mapping in the Age of AI
Modern contact centers are already leveraging AI to transform unstructured data into actionable insight. Sentiment…
From Sci-Fi to Sigh: The Bumpy Rollout of Agentic AI in Customer Service
Artificial Intelligence (AI) is a technology that has been in development for decades. It could…
Reframing the Frontline: Tier 3 is the New Tier 1
Download the White Paper Executive Summary As artificial intelligence (AI) continues to automate Tier 1…
From Emotion to Action: AI Sentiment Analysis in Contact Centers
Featuring insights from Chloe Duckworth, CEO of Valence, and Jacob Bailon, Director of Engineering at…