The Five Use Cases For AI In The Contact Center

The choice of agentic AI technology for enterprise leaders is best understood as an ecosystem of tech vendors that align with three functional planes, based on the need to: 1) build agents; 2) embed them into business workflows; and 3) manage and govern them at scale. These needs represent functional planes rather than strict layers […]

It used to be that you could think of ServiceNow services almost exclusively in the context of IT service management (ITSM) implementations, but the ServiceNow services market has decisively moved beyond those traditional confines.