While conversation analytics (CA) is one of the earliest AI-enabled contact center products, the application is currently experiencing a renaissance driven by generative and agentic artificial ...

What customers want is actually very simple. They want to explain what’s happening, feel understood and reach a resolution, ...

Artificial intelligence communications and conversation platform Sendbird Inc. today announced the launch of Sendbird Voice AI, a voice automation solution for customer service designed to take the ...

Sierra has unveiled Ghostwriter, a self-service tool letting businesses build AI customer service agents in plain English, ...

Salesforce has had over one million AI agent-customer conversations. The company launched AI agents on its Salesforce Help site in October 2024, a full-screen experience that makes getting support ...

Customer service and support platform Intercom this week unveiled the latest phase of its mission to infuse AI into every step of customer service, introducing Fin AI Copilot, an intelligent assistant ...

Air Canada has been penalized for misinformation generated by its chatbot; Patagonia has been accused of letting a vendor's AI model listen to and analyze customer service conversations without ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. Oh, what a difference a year makes. I recently traveled to ...

LAS VEGAS — T-Mobile has been directing more of its customer service calls to actual human beings. What a concept! And as a consequence, its Net Promoter Scores, which measure the likelihood to ...

Stop the churn caused by bad customer service, which is endemic to many businesses. Here are five secrets for where to look for lapses and how to address them. Consistently deliver personalized, ...