Phone a call centre and you are likely to spend ages on hold listening to canned music – and then find the operator cannot find the information you need. But an artificial intelligence system that ...

One of the most hotly debated subjects at this year’s World Economic Forum in Davos concerned the risks posed by technology to jobs, political stability and cyber security. Disruptive technologies ...

Chatbots will increasingly empower rather than replace call centre agents as more organisations come to grips with the limitations of the technology. That is according to Sami Ammous, Avaya’s ...