Artificial intelligence (AI) is no longer just an add-on in customer service — it’s a core technology, enhancing speed, accuracy and scalability. But while AI excels at automation and data-driven ...

"AI has a role to play in automating back-office tasks and improving efficiency," said Jane Blanchard, head of brand and marketing for ServiceForge. "But when a customer is calling because their heat ...

Hallucinations, brand drift and trust gaps keep humans firmly in the loop — just in different roles than before.

We’ve entered a new era of customer service excellence where AI is playing an increasingly central role. In fact, Gartner predicts that by 2025, 80% of customer service and support organizations will ...

In the ever-evolving landscape of technology and customer service, artificial intelligence (AI) offers businesses opportunities to enhance the way they interact with their customers. The debate around ...

Today, artificial intelligence (AI) has become a cornerstone of customer service and many companies are touting their automated systems as the pinnacle of efficiency and convenience. A rude awakening ...

For busy consumers hoping to quickly resolve an issue through customer service, no seven words are likely to spark more dread. How long, exactly, are we excepted to suffer the indignity of terrible ...

Natalie Ruiz is the CEO of AnswerConnect, an award-winning executive, and an event and workshop speaker. To continue reading this content, please enable JavaScript in ...

SAN RAMON, Calif.--(BUSINESS WIRE)--Five9 (NASDAQ: FIVN), provider of the Intelligent CX Platform, today released the results of a consumer survey, aimed at helping organizations understand how ...

Editorial Note: Talk Android may contain affiliate links on some articles. If you make a purchase through these links, we will earn a commission at no extra cost to you. Learn more. The bulk of ...

Connect is a cloud-based service that offers companies a low-cost way to manage and support their customer service teams. "Tens of thousands of AWS customers use Amazon Connect to support more than 10 ...

Artificial intelligence-powered bots used in customer service settings are finally learning to get along with human agents. Or is it the other way around? Either way, the friction that existed as ...