Hallucinations, brand drift and trust gaps keep humans firmly in the loop — just in different roles than before.

Gartner also predicted that by 2030, 10% of Fortune 500 firms will double customer service spending in order to use AI for ...

Many companies and organizations have in recent years cut back on the number of employees dedicated to support issues, believing that AI solutions can handle this task for more efficiently.

"AI has a role to play in automating back-office tasks and improving efficiency," said Jane Blanchard, head of brand and marketing for ServiceForge. "But when a customer is calling because their heat ...

I’m an fan, but also a realist. Customers really don’t want more technology. What they really want is a better experience. So ...

I would rather talk to a person than an automated customer service call. I strongly dislike the menu option recording that says, “press 1 if …, press 2 if …, press 3 if … “ Almost 4 out of 5 customers ...

As customer expectations rise and digital interactions multiply, organizations are racing to integrate AI into their customer experience (CX) strategies. Yet, despite growing tech budgets, many CX ...

A frustrated customer on hold, an agent juggling dozens of cases, a conversation that could go wrong in seconds. AI is stepping in to turn those tense moments into seamless, personalized interactions ...

Customer-facing and internal workflows will come together on a shared, AI-first foundation that supports speed, flexibility, ...

Add Yahoo as a preferred source to see more of our stories on Google. Sam Altman said AI will take customer service jobs first, and programmers may be next. Altman warned that AI will compress ...

For more than a decade, artificial intelligence (AI) has been steadily evolving and expanding to reshape how we live and work. From speech recognition and language processing to self-driving cars, ...