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 ...

Customer service is at the heart of any major organization, and it is key to building human, trusted connections between brand and consumer. At Bloomberg, our Customer Support (BCS) team is essential ...

Verizon's CEO Dan Schulman just confirmed AI will replace "a large percentage" of customer service in 2026. Here's what's ...

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 ...