Across the United States, a quiet shift is underway in the way local governments answer the phone. Non-emergency calls that once rang straight through to human dispatchers are increasingly being ...

Imagine in the near future, you call a customer service number for a cruise line and are greeted by a highly knowledgeable, smooth-talking artificial intelligence (AI). In a fluid conversation, the AI ...

Linda Saunders, country manager and senior director of Solution Engineering, Africa at Salesforce. Agentic AI is transforming call centres by enhancing – rather than replacing – the role of human ...