While progressing into 2024, WhatsApp maintains its impressive expansion as the top messaging platform globally. Having close to three billion monthly active users, it has evolved from a basic ...

Forbes contributors publish independent expert analyses and insights. Kathleen Walch covers AI, ML, and big data best practices. Sep 29, 2024, 11:42am EDT Many companies are turning to AI to help with ...

With AI-Powered Chatbots Coming to Customer Service, Are Mortgage Customers Ready? Artificial intelligence (AI) is here to stay. Three-fourths of business leaders say they are planning to escalate ...

People are generally skeptical of customer service chatbots, and many outright despise them. In a recent Gartner survey, 64% of consumers said that they’d prefer companies didn’t use AI of any kind — ...

Generative AI is transforming customer service — but are companies ready? In this episode of Today in Tech, Keith Shaw talks with Glenn Nethercutt, CTO at Genesys, about the rise of AI-powered ...

The CFPB is expected to initiate a rulemaking process that would require companies under its jurisdiction to let customers talk to a human by pressing a single button. The CFPB also has plans to issue ...

Chatbots provide a convenient first line of customer service, but there are times when users need more personalized assistance. While escalating complex issues to a higher tier can improve ...

AI-powered customer service chatbots could be the always-on agents your team needs—fast, scalable, and smarter with every interaction. Customer expectations have shifted sharply toward instant, always ...