Forbes contributors publish independent expert analyses and insights. I write about the impacts of computing & technology in manufacturing. This article is more than 5 years old. Chat bots are ...

At this point in time (and for the foreseeable future), a chatbot's success is largely defined by how it facilitates the handoff to the human agent. None of this is a surprise if we place ourselves in ...

The UK-based package delivery service DPD has disabled parts of its AI chatbot service after the bot was caught swearing at customers and even insulting DPD, multiple outlets have reported. A ...

Businesses are increasingly seeking efficient ways to meet the needs of their customers and thanks to the explosion of ChatGPT by OpenAI the use of chatbots for customer service has never been so ...

Robotic process automation (RPA) bots can help support human agents as well as virtual agents. Although enterprise interest in bots seems to be at an all-time high, Gartner reports that 68% of ...

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 ...

Robots have taken over customer service jobs to replace humans in the alternate universe of Customer Service Bot’s Rules for the Drive-Thru, written by Cinna Jude and directed by Krystal Glover. The ...

On the second floor of a high-rise office building in Richmond, Va., six bots are quietly delivering better customer service. Would you like to meet them? Ada handles claims. Walter III specializes in ...

I've been critical of the flaws in generative AI - Large Language Models in particular. I've also blown a gasket or two on why "responsible AI" posturing by OpenAI and other "big AI" vendors is ...

Have you ever been stuck in an endless loop of useless interaction with a customer support agent, or worse yet, a chatbot that just doesn’t get it? I certainly have and it’s sometimes enough to make ...

Several banks offer 24/7 customer service by phone or live chat. Other banks may have limited hours during the workweek or weekend. If you find it challenging to do banking tasks during business hours ...