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 — ...

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 ...

Despite how commonplace it’s become to shop online, there’s still plenty of room to improve the e-commerce experience. More than one third (34 percent) of consumers surveyed by Market Inspector said ...

Contributor content. Yasam Ayavefe, who worked on real-world systems, patiently monitors the evolution of AI chatbots.

A new study confirms that chatbot empathy backfires in customer service. Instead of calming frustrated customers, it triggers ...

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 ...

Armen Kirakosian remembers the frustrations of his first job as a call center agent nearly 10 years ago: the aggravated customers, the constant searching through menus for information and the notes he ...

Businesses are moving beyond basic chatbots to adopt agentic AI—autonomous, goal-driven systems that act across workflows without constant human prompting. These AI agents are transforming operations, ...

When a service encounter goes south, customers expect empathy. Hearing an employee say, "I share your frustration," can calm ...

Speed is an important element of self-service, but it’s not the only thing that matters. Balancing speed and quality is particularly important for developing trust in generative AI. Customers are open ...

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 ...