An effort to fix a hotel bill illustrates why New York City is now trying to crack down on A.I. chatbot-powered customer ...

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 ...

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 ...

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 ...

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 ...

Automation in customer service has been on everyone’s lips for years now. For some teams, it sounds like a silver bullet: faster responses, lower costs, infinite scale. Others have tried a chatbot, ...

AI chatbots are answering the phones. Customers are not happy about it. I've been fighting with my health insurance company a lot lately. The mundane billing disputes are exactly the type of situation ...