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 ...

Forbes contributors publish independent expert analyses and insights. TerDawn DeBoe covers small business AI strategy and ROI measurement. This voice experience is generated by AI. Learn more. This ...

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 ...

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 ...

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, ...