Flow State
Beginning and end
New features for our readers, farewell to an esteemed colleague
Customer Experience
Exploring how intelligent platforms, built around people, are helping create great experiences for customers.
Chatbots get chatty
Better natural language processing allows chatbots to converse in a more “human” manner. That's good for business
Infographic
Going mobile
Brands need to create a seamless customer experience across channels
Reinventing customer service
With demanding customers increasingly at the center of business models, companies are creating new digital and mobile experiences to keep them happy
AI stakes a claim in insurance
New AI tools are reinventing claims management. The payoff includes smarter fraud detection, faster settlements, and better customer service
Citizen 2.0
AI will transform the relationship between citizens and government, bringing efficiency and consumer-grade experiences to the public sector
Q&A
In chatbots she trusts
An interview with Microsoft AI leader Lili Cheng
Flow State
Experience machines
A brief history of customer service automation
The changing faces of AI
How to build the right avatar for your corporate chatbot
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Chatbots to the rescue
Intelligent assistants are transforming customer service