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How to Train Your IVR of the Future

IVR is a mighty and long-standing part of the customer experience, but it must transform to prepare for the voice-…

Real Customer Service Can’t Happen Yet on Smart…

Amazon Alexa and Google Home have become popular gadgets, useful for checking the weather, getting the latest sports…

A.I. Still Needs H.I. (Human Intelligence), for…

Fifteen years ago I came to Bangalore, India’s Silicon Valley, to do a documentary on outsourcing. One of our first…

Deploying a Bot? Remember the Conversational…

Lost amid all of the stories of failed chatbot implementations is this important detail: Chatbots must be…