We’ve been hearing about the notion of customer experience forever, the idea that we could improve customer interactions with brands digitally. So far, the results have been mixed at best. Sierra, the ...

Customer service jobs just can't escape the generative AI jobs-eating machine. At least according to another study on the impact of the transformative technology that's red-hot even as we approach the ...

TORONTO--(BUSINESS WIRE)--Today Ada, the AI-native customer service automation company, announced a series of AI management and coaching capabilities that upskill its AI Agent and set businesses on ...

Forbes contributors publish independent expert analyses and insights. Tony Bradley covers the intersection of tech and entertainment. The pace of technological innovation has significantly raised ...

Even in a blazingly fast, digital-first world, our society’s relentless pursuit of procedural and experiential optimization is probably always going to have a stubborn wrench stuck in the gears: ...

CustomGPT.ai can be integrated into Windows-based customer support systems to handle routine queries 24×7. An automated customer support offers several benefits for both businesses and customers. This ...

Everyone’s been there — you try your mightiest to get the machine on the other end of the phone to understand what you need, until you give in to frustration and just begin to scream “representative.” ...

Consumers aren't loving their credit card companies' chatbots and automated phone options, a new J.D. Power survey found, highlighting a challenge for the industry as it looks to cut costs. Customer ...

When you have to call a customer service line, where's your patience on a scale of 1-10? "Most people start at a nine or nine-and-a-half," says Amas Tenumah, who wrote a book called Waiting for ...

Many of us dread making a customer service phone call. In response, companies have turned to interactive voice response systems — IVRs — to handle customer inquiries, save money, and simplify things.

When shopping on Amazon, issues with orders are not uncommon. Based on more than a decade of experience, I've learned that Amazon's automated help, accessible online or through the Amazon App, ...