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 ...

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 ...

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

We might earn a commission if you make a purchase through one of the links. The McClatchy Commerce Content team, which is independent from our newsroom, oversees this content. When I started testing ...

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 ...

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 ...

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 ...

The agentic wars are still less than a year old, but some early adopters have battle scars to show already, as well as positive learnings for others to emulate. Since the agentic AI arms race kicked ...