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 ...

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 ...

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 ...

As AI continues to force itself into nearly every aspect of the business world, many companies are left wondering what role human connection will play. While AI promises efficiency, automation, and ...

Live agents are perceived as being better than bots at most customer service tasks, especially when frustrated consumers are looking for a little empathy. “Please hold for the next available agent.” ...

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 ...

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 ...

Editor's take: Customer care has become one of the most notorious business failures of the digital age, and everyone knows it. Now, artificial intelligence threatens to take this horror show of ...

Travel companies are considering charging customers a fee to bypass AI chatbots and speak directly with a human agent. While AI is effective for simple tasks, it often fails with complex travel issues ...

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 ...