Salesforce Inc. today announced the pilot launch of Einstein Service Agent, the company’s first fully autonomous artificial intelligence agent that it says can handle and resolve customer service ...

Forbes contributors publish independent expert analyses and insights. Jack Kelly covers career growth, job market and workplace trends. Customer service workers have a challenging and mostly thankless ...

Leave it better than you found it: in essence, that is customer service. Customer service helps people and organizations to do things that they can’t do, without you. Customer service is a measure of ...

It’s not easy being a customer-service agent—particularly when those customers are so angry with a product that they want to yell at you down the phone. That’s the sort of rage that Sonos, a maker of ...

Zendesk, a stalwart in the customer experience (CX) space, has been integrating artificial intelligence (AI) into its platform for over a decade. But where it once pushed its vision of how AI can help ...

For busy consumers hoping to quickly resolve an issue through customer service, no seven words are likely to spark more dread. How long, exactly, are we excepted to suffer the indignity of terrible ...

Oh, the lengths some people will go to get better customer service. Like recording phone calls with a customer service agent. Robert Grunfeld, who had a ticket on a United Airlines flight from Newark, ...

Discover how top brands create unforgettable customer service experiences that enhance loyalty, build trust and keep people coming back for more. At the heart of this experience are common triggers ...

Growth is a crucial component of any business, and sustainable growth is impossible without customer service. More customers inevitably means higher support volume. And without the resources to ...

When a Microsoft customer service agent like Azure support escalation engineer Michael Simons takes a case out of his queue, he never knows what kind of inquiry will appear in his chat window. Will it ...