Travel customer service has traditionally focused on answering questions. “Is my flight delayed?” “Can I change my seat?” “When will my refund arrive?” Digital assistants have made these interactions faster, but answering a question is not the same as resolving … Continue reading →

The next retail customer may never start by visiting a retailer’s website. Instead, a shopper may ask an AI agent: “Find me a waterproof jacket under $200, compare the best options, and make sure it can arrive before Friday.” The … Continue reading →

Healthcare employees spend a significant part of the working day on tasks that are necessary but do not always require their judgment. Appointments need to be scheduled. Patients need reminders. Referrals need to move between departments. Insurance eligibility needs to … Continue reading →

Retailers have spent years improving digital customer service. Shoppers can now ask where an order is, check whether a product is available, understand a return policy, or review loyalty points without calling a contact center. But answering a question is … Continue reading →

A healthcare AI agent that answers questions about hospital policies does not require the same access as an agent that retrieves a patient’s medical history. An appointment-scheduling agent does not need the same permissions as an agent assisting clinicians with … Continue reading →

When travelers think about AI in travel, they often picture a chatbot answering questions about flights, hotels, baggage, or booking policies. That is only one part of the opportunity. The larger opportunity may exist behind the scenes, where travel agents, … Continue reading →

For years, travel companies have designed their digital experience around one assumption: a human being will search, compare, click, and eventually book. That assumption is beginning to change. A traveler planning a seven-day family vacation may soon spend truly little … Continue reading →

Patients do not organize healthcare needs around business hours. Someone may need to find the right specialist late at night, reschedule an appointment before work, check the status of a referral over the weekend, or understand what information to bring … Continue reading →

Travel disruptions are usually viewed as a cost. A delayed flight creates additional customer calls. A cancellation creates rebooking requests. A missed connection may lead to hotel arrangements, refunds, itinerary changes, baggage queries, and repeated passenger communication. The larger the … Continue reading →

AI agents are taking on work that traditional chatbots were never designed to handle. Instead of simply answering questions, enterprise AI agents can retrieve information, call APIs, interact with business applications, trigger workflows, update records, coordinate across systems, and complete … Continue reading →