A study analyzing 500,000 customer service interactions shows chatbots struggle with complex issues while human agents excel ...

To build the right impact and loyalty in customer relationships, this means that businesses need to strike the right balance ...

Artificial intelligence chatbots are everywhere these days, from smartphone apps and customer service portals to online ...

Customers contact companies regularly to purchase products and services, inquire about orders, make payments and request returns. Until recently, the most common way for customers to contact companies ...

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 ...

AI chatbots often overestimate their own abilities and fail to adjust even after performing poorly, a new study finds.

The good news is, the latest in conversational AI for customer service has the potential to improve the image of an industry previously filled with unhelpful chatbots, Roberti said: “I would say ...

Frustrated by protracted waits to get a customer service agent on the phone? Help may be on the way in the form of conversational chatbots. These computer programs, powered by the technology ...

Ada, the Toronto-based company that automates 4.5 billion customer service interactions, has partnered with OpenAI to use GPT-3.5, the large language model that is the foundation of ChatGPT. Meta ...

Guest Marketing pros always like to talk about the cool factor. In advertising it drives curiosity. In a new product it creates demand. But with the cool factor for customer engagement, the proof ...

NEW YORK — Can you trust Erica, or Sandi or Amy to increasingly control parts of your financial life without giving you inaccurate information or sending money to the wrong place?Th… ...

Artificial intelligence (AI) is here to stay. Three-fourths of business leaders say they are planning to escalate their AI investments, as they see its potential to redefine customer service and many ...