Generative AI’s use for knowledge management is growing in customer experience programmes, suggesting a new vocation for KM.

The longtime ITSM platform provider believes it can elevate CRM functionality by focusing more on customers, in addition to ...

ServiceNow’s new AI Agent Fabric uses A2A and MCP to let agents interact with third-party systems. Those systems can be tools ...

Zurich Insurance Group is using AI in its new customer relationship management system to help agents provide more tailored ...