Expertise from Forbes Councils members, operated under license. Opinions expressed are those of the author. How often do you call a customer service hotline and feel like the agent on the other end is ...

Contact center intelligence platform provider Z21 Labs Inc., better known as Observe.AI, today announced a new Real-Time AI product suite that will provide call center agents with live, in-the-moment ...

While the term “AI” might conjure thoughts of automation replacing human roles in the call center, the reality is quite different. AI tools are designed to empower human agents, not replace them.