In the last five years, there has been a palpable shift in customer service standards—in contact centers especially, but not exclusively. Not that long ago within contact centers, the standard for ...

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 ...

Businesses are rapidly adopting AI solutions to streamline interactions, handle vast amounts of customer inquiries, and offer swift responses. However, as efficient as AI is, it comes with a caveat: ...

The integration of AI in customer service isn’t about choosing between technology and humanity—it’s about using machine intelligence to strengthen human relationships. The Fast Company Executive Board ...

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 ...

You're frantically trying to resolve an issue with a recent online purchase. It's late, you're frustrated, and you need help now. You reach out to customer service, dreading the thought of navigating ...

BOSTON--(BUSINESS WIRE)--Cogito, the leader in real-time AI coaching and guidance for the enterprise, today announced survey results that reveal insights into how consumers prefer to interact with ...

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 ...

Quiq reports nine key customer service challenges, emphasizing setting clear expectations, training for empathy, and ...

Customer service isn’t a team. It’s how your whole company shows up for your customers, especially when no one’s watching. True customer service is a company-wide culture, not a department, remembered ...

Forbes contributors publish independent expert analyses and insights. Dr. Lance B. Eliot is a world-renowned AI scientist and consultant. Customer service is supposed to be a vital part of delighting ...