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 ...

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 ...

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 ...

Airbnb started rolling out an AI-powered customer service bot in the U.S. last month, CEO Brian Chesky said during the firm’s first-quarter conference call on Thursday. Chesky said 50% of Airbnb’s U.S ...

International delivery firm DPD is updating its AI-powered chatbot after it gave some unexpected responses during an exchange with a disgruntled customer. Musician Ashley Beauchamp recently turned to ...

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 ...

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 ...

The change affects third-party assistants like ChatGPT and Perplexity, while preserving bots used for customer-service ...

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 ...

I've been critical of the flaws in generative AI - Large Language Models in particular. I've also blown a gasket or two on why "responsible AI" posturing by OpenAI and other "big AI" vendors is ...

Students who are filling classrooms—in person or virtually—this fall have modern expectations about how their institution can and should be delivering on customer service. Chat bots, apps and other ...