When I first started experimenting with voice AI agents for real-world tasks like restaurant reservations and customer service calls, I quickly ran into a fundamental problem. My initial monolithic ...

[The staff at our sister publication, Nieman Reports, is putting the finishing touches on its Spring 2009 issue. Its theme is one dear to our hearts: “Voyages of Discovery Into New Media.” The issue ...

Every company needs to be thinking about how to make artificial intelligence (AI) a seamless extension of its team. How often has an employee said, “I wish there were more hours in the day to get all ...

Context is the foundation of meaningful customer experiences. When communication systems understand who the customer is, what they interacted with before, and why they are reaching out again, ...