Old CX metrics miss tone, safety and trust. The EVALS+ Pyramid shows CX leaders how to evaluate AI where it counts.

Today the CMSWire community consists of over 5 million influential customer experience, customer service and digital ...

Search technology provider introduces AI-powered summaries for website search results, enabling natural language queries for enterprise customers.

Laurence Minsky is a Full Professor in the School of Business and Entrepreneurship at Columbia College Chicago, a best-selling author and a strategic branding and marketing consultant for ad agencies, ...

From flawed data to legal fallout, hallucinations are a growing risk in AI-powered support. This guide shows how to reduce the damage.