Intercom Inc. is expanding the role of its Fin artificial intelligence customer agent beyond customer support for the first time, positioning it as a sales assistant that operates across all stages of ...

Customer service is evolving fast. Traditional chatbots and support teams alone can’t keep up with rising expectations. That’s where AI agents come in—smart, autonomous systems built to handle ...

Agentic commerce is transforming customer experience, with each layer of a purchase potentially having its own agent.

Salesforce cut its support team from 9,000 to 5,000 as AI agents took the work. Here are 10 jobs agents are replacing before ...

Artificial intelligence is revolutionizing customer service across multiple industries. However, both industry professionals and American consumers say it’s a mixed blessing that requires a clear ...

When we outlined our CX trends for 2026, we talked about how autonomous service is replacing traditional customer service. Yes, our claim that the CSA (customer service agent) role is dead has a ...

Evolving its customer service AI offering, Salesforce plans to release Agentforce Help Agent next month. Help Agent commingles training on a user's own Agentforce Service (formerly Service Cloud) data ...

AI and automation are transforming contact center solutions, making customer service one of the most common ways that people will interact with AI in their daily lives. The advantages of well-executed ...

Omnichat, an AI-native marketing and customer experience platform, today announced a US$10 million Series A funding round led by Openspace Capital, with participation from Darwin Ventures and Acorn ...

New interoperability standards emerge to support personal AI agents as they interface with e-commerce and customer service.