AI & Automation

Our latest articles and podcasts about artificial intelligence and how it’s transforming customer service

Published Aug 10, 2023 6 min

AI-powered UI (aka “Return of the Chat”)

How AI will affect UI design - hero illustration

Published Aug 9, 2023 5 min

The 4 big myths about AI in customer service

4 big myths about AI

Published Jul 20, 2023 20 min

What happens when customers meet chatbots? Discussing our latest research on AI in customer service

Are customers embracing AI chatbots?

Published Jul 13, 2023 9 min

To AI or not to AI? The support leader’s dilemma

Customer Service Leaders in the age of AI

Published Jul 13, 2023 20 min

AI educator Kavita Ganesan on uncovering AI opportunities in your business

AI educator Kavita Ganesan on uncovering AI opportunities in your business

Published Jul 6, 2023 20 min

Two AI chatbots walk into a bar: TV writer Joe Toplyn on teaching chatbots to crack jokes

Can chatbots crack a joke? Joe Toplyn

Published Jun 29, 2023 12 min

Becoming Fin: The story behind the name of our AI chatbot

For the past months, we’ve been covering the functionality of Fin and the benefits it can bring to your customer service team. Today’s story, however, is not about specs or stats – it’s about the journey that led us to its name.

Published Jun 27, 2023 5 min

How do your customers feel about AI chatbots?

Attitudes to AI chatbots

Published Jun 22, 2023 40 min

Adapting to the AI revolution in CS: Discussing our 2023 AI report

State of AI in Customer Service 2023

Published Jun 14, 2023 3 min

Announcing ‘The State of AI in Customer Service: 2023 Report’