Research, Insights, and more!

Jesse Hollander 14 Apr 2025

The Future of Customer Service: How Vertical AI Agents Are Changing the Game

Research

If you haven’t heard about vertical AI agents, keep reading (even if you have, you may still learn something new!)....

Jesse Hollander 1 Apr 2025

From Human to Human to Bot to Bot

Research

Customer service has undergone a remarkable transformation in recent decades. What began as simple person-to-person interactions has evolved into complex...

Jesse Hollander 22 Mar 2025

AI Agents in Customer Service – a Brief History

Research

AI agents have transformed customer service, offering faster and more personalized support. This evolution spans decades, from basic systems to...

Jesse Hollander 2 Mar 2025

Voice still dominates in customer service

Research

The Voice of the Customer: How AI is Reshaping Customer Service Expectations A recent press release I just saw on...

Jesse Hollander 9 Feb 2025

Neurosymbolic AI – The Future of Intelligent Customer Service

neurosymbolicResearch

At its core, neurosymbolic AI represents a fascinating fusion of two distinct approaches to artificial intelligence that have historically developed...

Jesse Hollander 6 Feb 2025

Teleperson’s vision for agentic AI in customer service

AgenticCompany

We have a slide in our sales deck that plots out four key stages in customer service infrastructure, starting with...