As service desk automation augments agents, taking over repetitive jobs like ticket creation and call transcription, agents can focus on more complex tasks and creating a faster, better experience for customers. In addition, features like AI-powered emotion display and automated knowledge recommendation provide the foundation for...

“The ability to use AI (Artificial Intelligence) to enhance decision making, reinvent business models and ecosystems, and remake the customer experience will drive the payoff for digital initiatives through 2025,” according to Gartner’s Top 10 Strategic Technology Trends for 2018.  However, many companies are trying to identify...