People are generally skeptical of customer service chatbots, and many outright despise them. In a recent Gartner survey, 64% of consumers said that they’d prefer companies didn’t use AI of any kind — ...

AI-powered customer service chatbots could be the always-on agents your team needs—fast, scalable, and smarter with every interaction. Customer expectations have shifted sharply toward instant, always ...

With AI-Powered Chatbots Coming to Customer Service, Are Mortgage Customers Ready? Artificial intelligence (AI) is here to stay. Three-fourths of business leaders say they are planning to escalate ...

Speed is an important element of self-service, but it’s not the only thing that matters. Balancing speed and quality is particularly important for developing trust in generative AI. Customers are open ...

Conversations between a client and a machine are becoming more and more common. The arrival of chatbots made it possible to solve one of the main challenges of companies, customer service, and that is ...

Forbes contributors publish independent expert analyses and insights. Kathleen Walch covers AI, ML, and big data best practices. Sep 29, 2024, 11:42am EDT Many companies are turning to AI to help with ...

Armen Kirakosian remembers the frustrations of his first job as a call center agent nearly 10 years ago: the aggravated customers, the constant searching through menus for information and the notes he ...

While progressing into 2024, WhatsApp maintains its impressive expansion as the top messaging platform globally. Having close to three billion monthly active users, it has evolved from a basic ...

Generative AI is transforming customer service — but are companies ready? In this episode of Today in Tech, Keith Shaw talks with Glenn Nethercutt, CTO at Genesys, about the rise of AI-powered ...

A growing body of research now quantifies what many chatbot users have suspected for months: the longer a conversation runs, ...