Customer service and support vendor Intercom completes its AI line-up with the launch of analytics tools that help the AI improve how it resolves issues. Des Traynor, Intercom, presents at the launch ...

Todd Pruzan, HBR: Welcome to the HBR Video Quick Take. I’m Todd Pruzan, Senior Editor for Research and Special Projects at Harvard Business Review. For customer service operations today, artificial ...

Intercom today launched a roster of updates in its spring 2025 release that will make it possible for artificial intelligence agents to answer any question, via any channel, anywhere. The biggest of ...

Todd Pruzan, HBR: Welcome to the HBR Video Quick Take. I’m Todd Pruzan, Senior Editor for Research and Special Projects at Harvard Business Review. In our rapidly evolving business landscape, ...

Being unable to reach a customer service representative the moment you encounter a problem feels almost archaic. And yet, 24/7 assistance only became the norm some 30 years ago, when globalization and ...

Based on Gartner’s prediction and definitions, it appears that some vendors may be ahead of the curve. In 2025, the vendors listed above all said that their platforms allow organizations to build, ...