WTF?! While many companies are scrambling to incorporate AI elements into their website, they may want to pause for thought after it emerged this week that a major courier company's customer service ...

A recent experience of attempting to receive an accurate answer from Verizon's AI Chat Bot was incredibly frustrating.

The following chart shows that 63% of respondents said they could detect a chatbot when it was being used in customer service interaction. Sinch did not specify any parameters around the definition of ...

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 ...

One of the obvious uses of generative AI is customer-facing chatbots. If you’ve ever had a frustrating interaction with a chatbot that is not particularly helpful, take heart because, with tools like ...

I was in the middle of one of those customer service “chats” yesterday when I violated one of my deeply held personal rules. I am moving to a new place, and I had a very simple question: Does my ...

It’s not easy being a customer-service agent—particularly when those customers are so angry with a product that they want to yell at you down the phone. That’s the sort of rage that Sonos, a maker of ...