ai-contact-center
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AI-Assisted Contact Centers Win by 11.5x
Aberdeen’s two-group study found that contact centers using AI capabilities improved customer satisfaction, first-contact resolution, agent productivity and service costs far faster than non-users. The biggest gap wasn’t subtle: an 11.5x advantage in annual cost improvement.
Oliver Silverstein Is Teaching AI to Pick Up the Phone - and Finish the Job
The OpenCall founder has spent a decade moving from clinic hardware and chip-design clouds to a harder kind of engineering: making software listen, remember and act while a customer is still talking.
Eight AI Contact Center Platforms Chasing the Same Phone Call
Dialpad, 8x8, Sprinklr, Broadvoice, Squaretalk, CloudTalk, Convoso and UJET all promise to run your phone lines with artificial intelligence. Here is what actually separates them once the demo ends.
The Feature Matrix Lies. Here's What Actually Separates AI Contact Center Platforms.
A seven-point buyer's guide to evaluating AI contact center platforms that moves past the feature matrix every vendor can tick. It names the criteria that actually separate CCaaS vendors: whether AI was designed into the data model or bolted on, where customer data physically lives, how the mobile experience is built, real deployment time, pricing legibility, what happens at the moment of escalation, and whether analytics closes the loop back to product. UJET's own framing on two of the seven is CRM-first — customer data stays in the system that already owns it — and no customer PII stored on UJET servers.
Humoniq
Humoniq is an AI-native contact center built for the travel and transport industries. Its voice and text AI agents, backed by human oversight, plug directly into airline and travel operations systems like NDC and GDS to handle everything from baggage questions to disrupted-trip rebookings. When a flight cancels, Humoniq's outbound voice agents can even call the airline, sit through the IVR, secure a waiver, and text the traveler a fresh boarding pass. Founded in 2025 by the team behind Flightfox (YC S12), the company is part of Y Combinator's Summer 2025 batch.