One part of the business that's often helpful to automate is your customer service, especially for simple, general questions ...

Enterprises are investing heavily in artificial intelligence to modernize customer service. The promise is clear: faster ...

AI-powered customer service chatbots could be the always-on agents your team needs—fast, scalable, and smarter with every interaction. Customer expectations have shifted sharply toward instant, always ...

People are generally skeptical of customer service chatbots, and many outright despise them. In a recent Gartner survey, 64% of consumers said that they’d prefer companies didn’t use AI of any kind — ...

Two academic research studies have revealed that "friendly" chatbots aren't always having the intended effect.

Despite how commonplace it’s become to shop online, there’s still plenty of room to improve the e-commerce experience. More than one third (34 percent) of consumers surveyed by Market Inspector said ...

Two job seekers said they made personalized AI chatbots that draw on their experience to interact with recruiters on their ...

Armen Kirakosian remembers the frustrations of his first job as a call center agent nearly 10 years ago: the aggravated customers, the constant searching through menus for information and the notes he ...

Speed is an important element of self-service, but it’s not the only thing that matters. Balancing speed and quality is particularly important for developing trust in generative AI. Customers are open ...

Generative AI is transforming customer service — but are companies ready? In this episode of Today in Tech, Keith Shaw talks with Glenn Nethercutt, CTO at Genesys, about the rise of AI-powered ...

A new study confirms that chatbot empathy backfires in customer service. Instead of calming frustrated customers, it triggers ...

For years, traditional banks have struggled to adopt new technology at the same pace as consumers. This is now starting to change, spurred in part by the rise of fintech providers, but also because of ...