Insights, Research + News

No one wants to take time out of their day to deal with your business — pick up a cold call, sit in a waiting room, visit a branch, or dial into support.

How a Fortune 100 financial services company used the control, consistency, and scalability of NLP simulation to transform training from “how do I do this?” to “how do I improve?”

AI now handles a growing share of routine banking interactions, and customers have largely welcomed the shift: two-thirds are comfortable letting it work behind the scenes on fraud detection and spending alerts.

How Blue Cross Blue Shield of Minnesota designed a program from the ground up, scaled across every line of member services, and produced new hires who outperform their tenured peers.

Nobody calls a healthcare line about something trivial. People pick up the phone when a claim was denied mid-treatment, when their child is sick and needs an appointment, or when they realize they can't cover a medical bill.

Most organizations still manage performance as though the frontline were entirely human. However, the frontline now includes employees, AI assistants, automated workflows, recommendation engines, and agents capable of completing increasingly complex work without a person ever becoming involved.

Zenarate and HeyGen partnership expands Zenarate's AI Agent + Content Studio with HeyGen's leading AI avatar technology to enhance immersive frontline training experiences.

AI is no longer a background tool. It's on the frontline. And most organizations haven't updated how they operate to account for it.

Zenarate, the leader in AI Simulation Training and Frontline Performance, today announced Evolve, an agentic conversational AI platform that helps enterprises automate, validate and continuously improve tier 1 and tier 2 customer interactions across voice and digital channels.

Most supervisors can see KPIs but not the skills driving them. See how AI-powered coaching closes the visibility gap and lifts frontline performance at scale.

CSAT flatters AI agents and penalizes human ones. Learn why retry rates, intent resolution, and friction data give you a more honest picture of what's working.

High containment doesn't always mean happy customers, it means you're not measuring the right thing. Here's why resolution is the only metric that tells you what your AI agent is actually doing.