by Eglė Račkauskaitė | May 22, 2026 | Artificial Intelligence, Contact Center
TL;DR Automated customer service is the use of AI and other technology to handle customer inquiries, complete support tasks, and assist live agents. It spans a wide spectrum, from fully autonomous AI agents that resolve issues end-to-end across chat, voice, SMS, and...
by Eglė Račkauskaitė | May 15, 2026 | AI in the Workplace, Contact Center
TL;DR Contact center analytics collects and analyzes data from customer interactions to improve performance and CX. There are 4 main types of contact center analytics: interaction, speech and text, predictive, and self-service. AI takes it further by enabling...
by Eglė Račkauskaitė | May 15, 2026 | AI in the Workplace, Artificial Intelligence
TL;DR When comparing Cresta vs Capacity, it's important to pay attention to their differences in automation, agent assist, omnichannel, and industry-specific features. Cresta is an enterprise-grade AI platform built specifically for contact centers, focused on...
by Eglė Račkauskaitė | May 8, 2026 | Artificial Intelligence, Contact Center
TL;DR Conversation intelligence software is a contact center technology that uses AI to automatically record, transcribe, and analyze customer interactions across calls, chat, email, and other channels. Key conversation intelligence software features are real-time...
by Eglė Račkauskaitė | May 8, 2026 | Artificial Intelligence, Contact Center
TL;DR The most effective approach to improve customer experience in a call center combines AI deflection for routine inquiries, real-time agent guidance during calls, unified knowledge management, and automated QA that reviews every interaction. When agents have the...
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