Harini Gokul is a CX executive with 20+ years scaling global customer organizations at Entrust, Microsoft, and AWS. She recently joined Afiniti's board.

Many customer service inquiries are similar and highly structured: order status, order refund, billing inquiry, etc. Generative and agentic AI-powered solutions can answer those questions but can’t ...

More businesses are adopting agentic AI to aid knowledge workers, automate workflows and unlock unstructured data such as chats and meeting transcripts. However, while AI can be helpful, rushing ...

There have been a lot of enterprise AI discussions have focused on content risks like hallucinations, biased outputs, inaccurate information, data leakage, and compliance concerns. But now, the new ...

When AI Takes Action, Who Takes Responsibility? Generative AI has already changed how contact centers work by helping agents summarize conversations, surface knowledge and draft responses, but the ...

This specific partnership will bring Palantir Foundry’s ontology – a system for organizing business data so it can be read and understood by machines – governance and operational infrastructure into ...

Zoom has been positioning its AI Productivity Suite as part of its overall strategy to model AI-infused work as a "system of action," and the explanation for where AI Companion went helps solidify a ...

Using AI agents to streamline processes and drive governance is an overarching theme among Gartner’s trends. Gartner says that decision governance will make agentic decisions more trusted and faster ...

Let’s just get it right out in the open: Using results of AI research without verifying those results is not only risky, but bad in every imaginable way. As a friend artfully put it, “anyone can look ...

Today at Customer Contact Week in Las Vegas, 8x8 introduced AI Routing as a platform-level routing capability aimed at matching customers to the right expert across the organization. AI Routing is ...

With nearly 20 years in telecom, Steve has managed products, partners, and product marketing activities around the globe. He joined XO in 2010 to launch its international product offerings and in 2012 ...