You’re gonna love me for this. Say you’re calling customer service because you need help. Maybe your bill is wrong, your service is down or you want a refund. Instead of a person, a cheerful AI voice ...

If you don’t understand the customer journey, you may as well be selling blind. Luckily, chatbots are helping brands gain a deeper understanding of the customer journey — and take better control of it ...

One red-hot category in the generative AI space is customer support, which isn’t surprising, really, when you consider the tech’s potential to cut contact center costs while increasing scale. Critics ...

Customer service is being automated. Will bots take over those jobs? Forrester analyst Christina McAllister advises companies to keep human agents involved in those calls and chats. That’s because ...

Airbnb started rolling out an AI-powered customer service bot in the U.S. last month, CEO Brian Chesky said during the firm’s first-quarter conference call on Thursday. Chesky said 50% of Airbnb’s U.S ...

Many enterprises that offer flexible genAI-powered customer service chat functions are seeing other businesses using them as a free tool to save on tokens. It’s a nasty problem, but the cure is likely ...

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 ...