Qlik joins other companies that have offered tools to improve data governance and maintenance, a core component of AI deployment. Companies that have released similar capabilities and tools include ...

There have been a lot of enterprise AI discussions have focused on content risks like hallucinations, biased outputs, inaccurate information, data leakage, and compliance concerns. But now, the new ...

Harini Gokul is a CX executive with 20+ years scaling global customer organizations at Entrust, Microsoft, and AWS. She recently joined Afiniti's board.

Using AI agents to streamline processes and drive governance is an overarching theme among Gartner’s trends. Gartner says that decision governance will make agentic decisions more trusted and faster ...

Many customer service inquiries are similar and highly structured: order status, order refund, billing inquiry, etc. Generative and agentic AI-powered solutions can answer those questions but can’t ...

When AI Takes Action, Who Takes Responsibility? Generative AI has already changed how contact centers work by helping agents summarize conversations, surface knowledge and draft responses, but the ...

More businesses are adopting agentic AI to aid knowledge workers, automate workflows and unlock unstructured data such as chats and meeting transcripts. However, while AI can be helpful, rushing ...

Tom Brannen is a technology analyst and founder of OnConvergence, focused on the evolving worlds of AI, customer experience, and unified communications. With over 20 years in the industry, he breaks ...

At the beginning of 2025, enterprise workers were bracing for AI's impact. This year, the scope and scale of how AI affects communications technologists has been adjusted to reflect a few new ...

Agentic AI is the standard-bearer for digital labor – autonomous AI agents that perform tasks for knowledge workers so organizations could do more with fewer people. Built using large language models ...

Conversational AI has been around for decades, going back to the first instances of automatic speech recognition (ASR) and natural language understanding and processing (NLU/NLP). These technologies ...

The air in Silicon Valley — and frankly, in every major tech hub globally — is thick with panic and anticipation. We are witnessing what many are calling the SaaS-pocalypse — a market correction ...