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 ...

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 ...

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 ...

If you’ve been on the phone with customer service recently, there’s a good chance your first interaction was with a bot, or maybe automated voice, telling you to press some number to get to a menu to ...

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 ...

Consumers do not like to discover that Leon is a bot. It feels like Leon lied from the start. Yet numerous companies rely on millions of round-the-clock customer service bots, often in dozens of ...

A United Kingdom delivery company's use of AI backfired after a disgruntled customer was able to make it swear and criticize the company, prompting the company to disable part of its AI-powered ...

Alok Kulkarni is Co-Founder and CEO of Cyara, a customer experience (CX) leader trusted by leading brands around the world. We’ve all heard the expression, “You never get a second chance to make a ...

ChatGPT will stop working on WhatsApp from January 15, 2026. Here’s how to save your chats and keep all your conversations ...

SAN FRANCISCO--(BUSINESS WIRE)--Wells Fargo & Company (NYSE:WFC) announced today the company is launching a pilot to test an artificial intelligence (AI)-driven customer chat experience for Facebook ...

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 ...

While human customer-service representatives with sunny dispositions can please clients, new research suggests that customers don’t always want their chatbots to be ...