call center

Regal claims its customer service chatbots are better than most

People are generally skeptical of customer service chatbots, and many outright despise them. In a recent Gartner survey, 64% of consumers said that they’d prefer companies didn’t use AI of any kind — including chatbots — in their customer service. Fifty-three percent went so far as to say they’d weigh switching to a rival if […]

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Level AI applies algorithms to contact center pain points

Ashish Nagar, an engineer by trade, was working at Amazon’s Alexa org on the conversational AI team when he realized that AI had the potential to greatly bolster productivity in contact centers. “Frontline workers, like customer service workers, are the biggest human capital in the world,” Nagar told TechCrunch. “So, my idea was to use

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