When artificial intelligence (AI) first entered the customer service landscape, organizations viewed the technology primarily as a way to reduce head count, automate routine inquiries, and minimize ...

AI’s concealed labor has repeatedly led us to overestimate the technology. Humanoid robots are entering a similar phase.

We’ve blown past the Turing test, but "indistinguishable" isn’t "equivalent." Psychology must continue to learn from people, ...

As AI becomes more integrated into everyday business, service businesses win by using technology to support human connection, not replace it.

Learn a foolproof framework for service recovery and how to work with angry, upset, or disappointed customers.

Quebec's Human Rights Tribunal has ordered a Montreal-area hair salon to pay $500 in damages to a non-binary person. The ...