At least in the area of ​​customer service, Gartner analysts predict that the cost of generative AI per problem solution will ...

"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 ...

Massachusetts Call Center Highlights Rising Consumer Frustration With Automated Systems as AI Use Surges In moments ...

Service has reached a true AI value inflection point. Organizations no longer have to choose between efficiency and experience. AI model performance has improved dramatically, and agentic systems are ...

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 ...

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

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, ...

AI-powered customer service tools like chatbots that rely on large language models (LLM) aren't new: 41% of organizations use AI-powered copilots for customer service and 60% have implemented them for ...

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 ...

Forbes contributors publish independent expert analyses and insights. Alison Coleman is a U.K.-based journalist who covers entrepreneurs. AI is transforming customer retention strategies, but does it ...