When most people think of AI in call centers, they are likely to think of digital phone trees — automated menu systems that guide callers through a variety of messages and prompts to direct their call ...

In the dynamic environment of call centres, the efficient management of information can significantly enhance service delivery and customer satisfaction. Knowledge sharing technology plays a pivotal ...

OTTAWA — The Canada Revenue Agency said it's hiring more staff at its call centres and expanding its use of artificial intelligence as part of a 100-day plan to improve services. Earlier this month, ...