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

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

Add Yahoo as a preferred source to see more of our stories on Google. Amazon is developing 911 call centers operated by AI across the country. NBC News’ Gadi Schwartz tours an emergency call center to ...

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

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.

It's time to challenge the false dichotomy between humans and bots, as shown by Amazon Connect's emphasis on hybrid collaboration via agentic assistance.