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Insights, product updates, and practical guides on AI agents, automation, and the future of customer experience.
Every day, customer service teams have thousands of conversations with customers. Calls, chats, emails, and other interactions contain useful information about what customers need, where they are getting stuck, how employees are handling requests, and where processes are breaking down. The problem is that most companies cannot realistically review all of those conversations. A team may listen to a sample of calls for quality assurance, investigate individual complaints, or review conversations
October 12, 2026
4 min read
AI agents are moving from simple customer support use cases into real business workflows. They can answer customer questions, access information, process requests, work with documents, and in some cases take actions in connected systems. That makes them more useful, but it also changes the security questions enterprises need to ask. An AI agent handling a customer conversation may have access to customer information. An AI system processing claims may work with sensitive documents. A conversati
October 12, 2026
3 min read
AI has been part of customer service for years. Chatbots answer common questions, route calls, and support platforms help agents find information faster. AI agents take this a step further. Instead of only answering a question, an AI agent can understand what a customer needs, use relevant information from connected systems, follow a defined process, and complete certain actions. This makes AI agents particularly relevant for customer service operations where a large share of the work happens a
October 10, 2026
4 min read
