Top Tech Trends

The world might seem to be on the brink of a humanoid-robot heyday. New breakthroughs in artificial intelligence promise the type of capable, general-purpose robots previously seen only in science fiction—robots that can do things like assemble cars, care for patients, or tidy our homes, all without being given specialized instructions.  It’s an idea that…

A live agent spends hours each week manually documenting routine interactions. Another combs through multiple knowledge bases to find the right solution, scrambling to piece it together while the customer waits on hold. A third types out the same response they’ve written dozens of times before. These repetitive tasks can be draining, leaving less time…

It’s a stormy holiday weekend, and you’ve just received the last notification you want in the busiest travel week of the year: The first leg of your flight is significantly delayed. You might expect this means you’ll be sitting on hold with airline customer service for half an hour. But this time, the process looks…