Customer Service

For some consumers, AI offers a more comfortable way to ask sensitive questions, challenging traditional assumptions about trust and customer support.

AI is helping customer service teams work faster, but poor coordination between systems is preventing those gains from reducing workloads.

The shift from IVR to CRM-native AI agents is turning enterprise phone calls into programmable workflows that automate outreach, capture data, and streamline follow-up.

Silent churn is the biggest risk customer support teams rarely see. Agentic AI is emerging as a way to detect friction early and protect revenue without losing the human touch.

Retailers are bracing for a predicted post-holiday surge in returns that could strain customer service teams and CRM-driven support workflows, as refund abuse and rising volumes test response times and loyalty.

Voice AI agents are evolving far beyond yesterday’s IVR menus — and for some brands, customers are now saving their AI agent’s number and recommending it to friends like a trusted local service provider.

Retailers are using Leap and Endear to turn physical stores into relationship-building hubs, unifying customer insight across channels and strengthening loyalty through data-driven clienteling and more personalized in-store engagement.

A frustrated customer on hold, an agent juggling dozens of cases, a conversation that could go wrong in seconds. AI is stepping in to turn tense moments into seamless, personalized interactions that leave customers feeling valued.

Many companies are investing heavily in flashy CX technology, yet customers still are not seeing the meaningful improvements they expect.

What do you do when your outdated digital sales platform is costing you lost sales? Don't assume replacing outdated tools is your only option.

By combining human expertise with its expanded agentic AI platform, Crescendo is helping companies turn customer experience from a cost center into a competitive edge.

AI has supported back-office operations in the insurance industry for years. Now, it makes coverage more accessible, transparent, and tailored to the needs of small business buyers.

The growing role of AI and social media is enabling autonomous decision-making, real-time adaptability, and goal-driven intelligence. The result turns the combination into a more effective CRM platform.

CallMiner’s AI feedback tool automates insight generation from calls, surveys, and reviews—helping brands improve satisfaction and prevent churn.