Since generative AI exploded onto the scene with the release of ChatGPT (still less than two years ago, unbelievably), we’ve seen that it has the potential to impact many jobs. Perhaps one that will ...

What's the fate for customer service and support agents, particularly? One analyst firm says, "Yes, generative AI will replace customer support agents." Gartner released a prediction this week that ...

As the front line and entry point of customer support at Bloomberg, Bloomberg Customer Service (BCS) representatives have been exposed to all businesses and products at Bloomberg from day one, working ...

Agentic AI is poised to take on a much more central role in the IT industry, according to a new report from Cisco. The report, titled "The Race to an Agentic Future: How Agentic AI Will Transform ...