The customer-facing AI agents that earn trust don't have the cleverest models but well-designed access controls, escalation rules, and kill switches working quietly behind every conversation.
Smarsh's AI agent, Archie, hits a 72 percent self-service deflection rate; its internal workflow agent, Emmy, is saving support representatives more than seven hours per case.
Cloud migration leads to zero critical incidents while transforming agent satisfaction
The IT services firm revitalized its dormant webinar program into a full-funnel marketing channel
Added technology suite helps bank streamline customer service options.
Doomerism creates an unfounded AI apocalypse
Expanding AI capabilities might make ROI easier to calculate
AI is ubiquitous, and many of the applications that use it now would cease to function properly if we were to pull back on AI.
Workforce management has become the operational intelligence layer for managing hybrid human/AI workforces.
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