Service desk chatbots and automated request routing are just the beginning. AI- and ML-driven tools will soon tap predictive analytics for better decision making in incident management, demand ...

When an employee or customer needs virtual technical assistance, an agent from a remote help desk can resolve the issue quickly and conveniently. As many businesses around the U.S. have permanently ...

In this special guest feature, Gabby Nizri, Co-Founder and CEO of Ayehu, lays out the difference between a chatbot and a virtual service agent and identifies the challenges and opportunities that ...