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, ...

Irish-founded tech group Intercom has parted ways with ChatGPT and opted to partner with OpenAI’s competitor Anthropic to spearhead its growth in the AI-powered customer service space. Intercom runs ...

At its AI customer service summit, Pioneer, Intercom shared the latest evolution of its AI Customer Service Agent - Fin 3. Here's what's new and why you should be paying attention. Today, Adams says, ...

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 ...

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 ...