ai

Air Canada director reveals the ‘Trojan horse’ that introduced its improved design system
89% of consumers say AI has hurt their experience in some way
75% of CX pros admit automation is based on internal, not customer needs
Salesforce plans to offer AI agent Casey an ‘Optimizer’
A real-life conductor helps explain the art of AI orchestration
Only 35% of AI agents retain customer context across systems
SupportNinja CTO authors AI human-in-the-loop framework
74% of brands using ‘action-taking’ AI see improved resolution rate
Why AT&T’s use of AI in customer care should become a telecom industry standard
53% of AI projects have exceeded budgets, CX leaders say