For years, enterprises have worried about technical debt, the long-term costs created by taking shortcuts in software development. Now, thanks to the growing prevalence of generative AI applications ...

Conversational AI has been around for decades, going back to the first instances of automatic speech recognition (ASR) and natural language understanding and processing (NLU/NLP). These technologies ...

Agentic AI is the standard-bearer for digital labor – autonomous AI agents that perform tasks for knowledge workers so organizations could do more with fewer people. Built using large language models ...

Contact center agent churn has traditionally been high. “Attrition in the US right now is about 30% on average, and that’s been pretty standard for the past seven or eight years,” said Steve Morrell, ...

The air in Silicon Valley — and frankly, in every major tech hub globally — is thick with panic and anticipation. We are witnessing what many are calling the SaaS-pocalypse — a market correction ...

This language acknowledges a shift in how agentic AI capabilities – digital labor – is discussed and reflects Salesforce’s own pivot to the agentic enterprise, where people use AI agents to get work ...

Microsoft is sticking to the message that Copilot adoption and usage are a growing part of its profits. The company said the number of customers with more than 50,000 Copilot seats increased more than ...

Multiple studies have reported the same finding: getting employees to use AI is a significant hurdle to AI workplace adoption. Training is often cited as one way to improve employee implementation of ...

Consumers have used AI for years, starting with basic (but let’s face it, not-so-great) chatbots. As more sophisticated AI agents have entered the scene in recent years, consumer skepticism was ...

Last November, Microsoft debuted Work IQ – the “intelligence layer” behind Microsoft 365 Copilot and its AI agents. Work IQ grounds Copilot on each individual user’s data (email, files, meetings, ...

An online meeting’s audio is used to automatically generate a transcription of the discussion, thanks to an included AI-powered feature. That transcription also becomes the basis for a summary of the ...

Today, ServiceNow announced several new agentic AI capabilities for its platform: AI Agent Studio, which allows an organization to build and customize AI agents; pre-built AI Agents designed for IT, ...