PROVO, Utah and SEATTLE, Oct. 7, 2025 /PRNewswire/ -- Nearly one in five consumers who have used AI for customer service saw no benefits from the experience. That's a failure rate almost four times ...

An IRS watchdog told Congress last year that the discarded metric is “misleading,” and "does not accurately reflect the experience of most taxpayers who call." ...

The promise of agentic AI to transform customer experience (CX) is undeniable. AI-enabled CX platforms are rapidly expanding into a global market, with forecasts predicting it will reach USD 117.8 ...

In the race to modernize customer service, many companies are sprinting toward automation and AI with great urgency. But companies that go too far in that direction at the expense of the human side of ...

We all understand why companies want to offload their customer service to bots and hard-to-find remote “representatives” distributed all over the world: it saves money. The last resort of customer ...

I recently experienced two epic customer service fails. Like many things in life, we can all learn a lot when things go awry—that is, if we pay attention. Epic Fail #1: After a three-hour drive to a ...

You're already feeling your blood pressure soar as you listen to the same few bars of the same synthesized on-hold phone music so many times, it’s bored into your brain. Finally, after 15, 20, maybe ...