What Are Virtual Agents in AI and How Do They Work?
Virtual agents in AI use machine learning to resolve customer inquiries and automate support workflows without human intervention.
Introducing the AI Voice Bot: Every Call Answered, Every Time
Xima’s new AI Voice Bot answers every call and works alongside AutoQA, AI Insights, and Messaging Bot to power a smarter contact center.
How AI Call Center Agents Are Changing Customer Service
High call volumes, long hold times, and repetitive customer questions put constant pressure on contact center teams. Agents can burn out answering the same routine inquiries, while customers may abandon calls before receiving help. Simply hiring more agents to handle basic requests is expensive, and traditional IVR phone trees often route customers without actually resolving their needs.
Automated QA for Call Centers: A Small Business Guide to 100% Call Coverage
Automated quality assurance, or Auto QA, uses AI, natural language processing, and speech analytics to evaluate customer interactions automatically. Instead of a supervisor listening to a handful of recordings and scoring each one manually, the technology can evaluate every interaction against the same quality and compliance criteria. That solves a practical problem for small contact […]
AI Use Cases in Contact Centers: 8 Ways to Improve Operations
Contact centers are under pressure to manage rising interaction volumes, reduce agent turnover, and meet customer expectations for fast, accurate resolutions. At the same time, managers must maintain service quality and control costs, often without adding more staff. Artificial intelligence (AI) gives contact centers practical tools to meet these demands by automating repetitive workflows, improving visibility into customer interactions, and supporting agents with real-time insights.
Real-Time Agent Assist with Xima Copilot
Xima Copilot gives agents real-time guidance during live calls, helping smaller contact center teams improve resolution quality without added complexity.
Building a Small Business Contact Center with AI Messaging Bots and Automation
Small contact centers have to balance rising customer expectations with limited time and headcount. When agents spend much of their day answering routine questions, call and chat queues can quickly grow while more complex customer needs compete for attention.
Conversational AI examples for enterprises and contact centers (2025-2026)
Artificial intelligence has moved well beyond simple chatbots. Today’s conversational AI can understand customer intent, maintain context across interactions, and help automate tasks that once required significant agent involvement. As the technology has matured, it has become a practical tool for enterprises looking to improve customer experiences while increasing operational efficiency.
The cloud contact center migration decision framework: criteria, costs, and risk
A cloud contact center migration is too important to treat like a simple yes or no decision. For operations managers, IT leaders, and supervisors, the real question is not just whether cloud sounds better. It is whether the move fits your current systems, your budget model, your compliance obligations, and the way your team actually works day to day.
Call Center Compliance Is Complicated. Your Software Should Make it Easier.
Call center compliance doesn’t have to mean added overhead. Here’s how the right software makes it easier to meet HIPAA, PCI DSS, GDPR, and SOC 2 requirements without slowing your operations.
