Customers don’t always warn you when they’re unhappy. They can just stop calling, cancel a subscription, or choose an alternative option. The signs show up in more abandoned calls, fewer repeat orders, and lower satisfaction scores.

Uncover how chat and bot capabilities in ice Contact Center simplify workflows and create more efficient, personalized customer experiences.

This guide explores why AI governance matters, how it protects trust and compliance, and the steps organizations can take to build responsible AI programs that balance innovation with safety.

Building a chatbot takes more than plugging in a tool. From clean data and structured knowledge bases to backend integrations and solid architecture, learn what it really takes to design a chatbot that delivers accurate, helpful results — and avoids frustrating your customers.

This blog explores how AI is transforming manufacturing and supply chain support, from intelligent virtual agents to predictive maintenance alerts, multilingual support, and more. Discover 10 practical AI use cases that reduce delays, improve communication, and keep operations running smoothly.

If you’ve managed (or worked in) a call center, you’ve probably had days that felt chaotic. Maybe it’s a payment outage or a sudden rush after a promotion. You start the morning thinking you can handle everything. Two hours later, hold times are up and customers are getting irritated.

For something that plays such a massive role in how customer service teams operate, agent scorecards rarely get the spotlight they deserve.