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How Does Agent Assist Work? A Step-by-Step Breakdown
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 performance and...
Agentic AI vs AI Agents: 5 CX Mistakes to Avoid
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...
Self-Service Knowledge Base: Benefits for Contact Centers
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...
Top 7 Agentic AI Companies for Contact Centers in 2026
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...
Capacity vs. Alternatives: Customer Service Software Comparison (2026)
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 learn...
How to Implement AI Agents in a Contact Center: Step-by-Step Guide (2026)
Most contact center AI agent deployments that underperform have one thing in common: they were treated as technology projects rather than operational frameworks. This guide is designed to help CX leaders understand how to implement AI agents in a contact center in 6...
Best AI Agents for Contact Centers 2026: CX Leader Guide
The AI agent market for contact centers has expanded fast enough that comparing platforms is now genuinely difficult. Three years ago there were a handful of serious options. In 2026 there are hundreds, and there's increasing pressure to invest in and scale AI agents....
AI Agents vs Agent Assist: Which is Best For Your Contact Center?
Still trying to figure out how and when to invest in AI agent vs agent assist tools for contact center support? You're not alone. A whopping 88% of contact centers are using AI at scale...but only 25% of that have actually leveraged its full potential (CMSWire 2026)....
AI Agent Escalation: How to Design Seamless Handoffs
Smooth AI agent to human agent escalation is table stakes now for CX and contact center leaders. With the majority of contact center AI agents now handling 25-60% of inbound volume, the interactions that reach a human are those that AI couldn't close. These are often...
6 Types of AI Agents in Customer Service and How to Use Them
"AI agent for customer support" has become one of those terms that gets applied to almost everything. A voice bot that reads account balances. A chat widget that surfaces FAQ articles. A system that writes post-call notes. A tool that coaches your agents during live...