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 ...

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, ...

Snowflake’s acquisition of Natoma is the cloud data provider’s push into agentic enterprise and a broader platform strategy. Snowflake acquired Observe in May and Select Star to in January. The Natoma ...

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 ...

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 ...

The migration of contact centers from on-premises to the cloud may be accelerating, driven by a confluence of factors: a broader push to cloud-based solutions, desire for AI-powered capabilities and ...

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 ...

Hannah Warfel is the Associate Editor for No Jitter; they joined the site in September 2023. They cover data management, analytics and business intelligence. They have a background in publishing and ...

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 ...

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, ...

Salesforce has chosen Enterprise Connect 2026 as the launch venue for Agentforce Contact Center, its native, agentic contact center as a service (CCaaS) solution. In a newsroom post today, the company ...