Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. There is an old saying that customer service happens when ...

When Jake Moffatt's grandmother died in 2022, he booked a flight to her funeral on Air Canada, hoping to use their bereavement travel discounts. Air Canada's customer service chatbot told Moffatt he ...

June 4 (Reuters) - Microsoft (MSFT.O), opens new tab on Tuesday said it will introduce new artificial intelligence tools for customer service call centers. Microsoft, which has backed ChatGPT creator ...

To get my social media account back, I visited the Tencent office in Shenzhen where users come to plead their cases. China Report is MIT Technology Review’s newsletter about technology developments in ...

Forge Technology Advisors (FORGE) has recognized the transformative potential of AI in customer service as it is integrating AI into contact centers. With expertise in both technology and financial ...

In early 2020, when the coronavirus was still a distant concern, my wife and I booked an AirAsia flight to Bali. Big mistake. At the start of lockdown, we scrambled to secure a refund. We called the ...

Level AI, an early-stage startup from a former member of the Alexa product team, wants to help companies process customer service calls faster by understanding the interactions they’re having with ...

Sean has over 20 years of experience in customer service and technology support. He joined Sac State because he believes education and technology can improve lives. Sean values teaching, learning, and ...

If you've ever been frustrated that a customer service rep can't help, you may be a victim of an "accountability sink." Economist Dan Davies uses the term to describe how companies avoid ...