Agent Assist, developed with Google Cloud, summarizes conversations between workers and beneficiaries while highlighting relevant information, like enrollees’ benefit and eligibility details.

AI promised relief. Instead, many agents are juggling dashboards, prompts and metrics that quietly increase stress and erode ...

The pilot program, which began in late October, reduced the number of calls that otherwise went to voicemail or other ...

Infinitus has launched a new suite of agentic AI tools for healthcare payers that aim to improve member engagement through ...

Planning human call center agent schedules requires manual effort. Assembled aims to streamline that while factoring in digital labor.

Contact centers need AI to scale, but leaders can’t afford to trade efficiency for trust. A copilot-first roadmap keeps satisfaction intact.

Global enterprises adopt AI contact center AI as virtual agents and automation reshape operations and customer experience. BERKELEY, CA, UNITED STATES, January 5 ...

For insurance leaders, the question has moved on from "Will AI handle calls?" to now figuring out how to deploy it without breaking trust.