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Agents of Change
A contemplation on CM.com in the era of AI Agents.
HALO Introduces WhatsApp Voice
Customers are increasingly communicating through apps rather than traditional phone calls. That is why we are introducing an important expansion of HALO today: Voice Agents can now automatically handle incoming calls made through WhatsApp. We are also looking back at improvements we have added to HALO over the past months. Developments that bring voice and c
New in HALO: Analytics That Show You What Your AI Is Actually Doing
Customer service teams are used to precise analytics. Average handle time, first contact resolution, CSAT scores, numbers that are clean, comparable, and easy to report on. AI agents change that dynamic in a fundamental way.
The Bar for Voice AI Is Higher Than You Think. Here Is What We Rebuilt to Clear It
The customers who call are not a random sample of your customer base. They tried the FAQs. They sent a message. They waited, or they did not bother, because what they need to say is too complicated, too urgent, or too important to type. By the time they pick up the phone, they are already a little frustrated and already invested in getting an answer. The nex