In my previous Decoding Dialogflow article, I discussed intents and provided guidance about how to create intents so that a customer service virtual agent can understand what the person using the bot ...

Google said on Wednesday that it's bringing expanded bot support to its team-based messaging platform Hangouts Chat, the enterprise-focused replacement for Classic Hangouts following the closure of ...

Last week I had an unusual interaction with a voice-enabled contact center IVR while helping my mother sign up for some supplemental medical coverage. After calling the health insurance provider’s ...