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News & Views

Eric Krapf

It’s not surprising that two of the first high-profile battles over AI in labor relations come from fields in which the human element is an absolutely critical part of the work.

Headsot of Zeus Kerravala, ZK Research

Generative AI is impacting the role of customer service agents, challenging the belief that AI might make these roles redundant. Despite significant, recent advancements there are situations where generative AI falls short – which, paradoxically, makes customer service agents both less and more important.

Headshot of author Denise Munro

Many parts of the United States still lack the advantages that high bandwidth service provides. It is time to bring these services to those parts of the country that have very slow or nonexistent internet services.