AI-driven support systems can operate continuously, assisting customers beyond standard business hours and catering to global ...

Coinbase’s AI-powered customer support faces backlash, with users reporting frustrating loops and unresolved issues.

Emotional intelligence has long been recognized as a fundamental aspect of effective customer service. Human agents rely on empathy and tone modulation to build trust, manage frustration, and enhance ...

As language used for apologies impacts customer acceptance and forgiveness, chatbots must learn the 'concrete' and 'abstract' ...

Here's a timeline of developments in generative AI since the public launch of ChatGPT and their impact on travel: ...

An IIM Lucknow study shows that concrete language in chatbot apologies is best for significant failures, while abstract ...

"While much research has focused on traditional customer service channels like phone calls or face-to-face interactions, this ...

Bret Taylor, CEO of Serra and chairman of OpenAI, says AI agents will one day be the entire customer experience ...

Over the festive period, retail sales surged to $1.2 trillion globally and $282 billion in the US. It meant customer service ...

Broadridge and Verint say they are testing DeepSeek AI for automation and efficiency, while addressing cybersecurity risks in ...

About seven years ago, representatives of bKash would visit the company’s agent points and merchant outlets across Bangladesh ...

Asked ChatGPT anything lately? Talked with a customer service chatbot? Read the results of Google's "AI Overviews" summary ...