I think the ideal service isn’t all human or all tech—it is a careful balance that keeps efficiency high but prioritizes human connection for moments that matter.

It’s essential to ensure an AI bot understands varied inputs, generates accurate outputs and provides responses that are both ...

THE ARTICLES ON THESE PAGES ARE PRODUCED BY BUSINESS REPORTER, WHICH TAKES SOLE RESPONSIBILITY FOR THE CONTENTS ...

On Call You and Yours, we want to hear your experience of customer service in the age of AI. Encountering a chat bot as the first line of customer service is increasingly common - ...

Businesses are turning to AI chatbots to deal with customer service. The new tech saves them money, but it's leaving a lot of ...

So much for artificial ‘intelligence’ — the frustrating bots most big companies are using instead of real people to resolve customers’ problems are thick as a plank Frustration ...

Call centers, emails, and FAQs on websites have long been the traditional methods of customer service used by the insurance ...