by Alexa Schmitt Bugler | Sep 15, 2026 | Artificial Intelligence
Most contact center leaders have a general idea of what real-time agent assist does: it helps agents during calls. But “helps” covers a lot of ground. The more precise question is: how do agent assist tools work at the mechanics level to improve agent...
by Eglė Račkauskaitė | Sep 11, 2026 | Artificial Intelligence
When it comes to comparing agentic AI vs AI agents, the main distinction to keep in mind is the scope: agentic AI is a systematic approach to tasks, while AI agents are single, independent software tools usually designed to do a particular task. However, many people...
by Eglė Račkauskaitė | Sep 11, 2026 | Artificial Intelligence
A self-service knowledge base (KB) is key to an efficient contact center as it helps deflect routine customer inquiries, slash wait times, and provide a convenient way for people to find information and solve issues on their own. With as many as 67% of customers going...
by Eglė Račkauskaitė | Sep 11, 2026 | Artificial Intelligence
Agentic AI companies are designed to make customer service as seamless as possible through effective automation. They offer features like agent assist for your team, convenient 24/7 self-service for your customers, and valuable insights and reduced operational costs...
by Alexa Schmitt Bugler | Sep 10, 2026 | Artificial Intelligence
Curious how Capacity stacks up against alternatives like Sierra AI, Glean or Zendesk? If you’re actively evaluating customer service or contact center AI platforms, you know the market is a lot to sort through. Read this customer service software comparison to...
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