How can we harness the power of AI while still maintaining the human touch that makes customer support truly shine? Think of AI chatbots as your friendly neighborhood superheroes, always on ...

Organizations are increasingly relying on chatbots to streamline their customer service experience, touting many potential benefits that include shorter wait times, cost savings, higher customer ...

This development has ushered in a new era in customer service, combining artificial intelligence with human knowledge. The current WhatsApp chatbots signify a significant advancement in technology ...

Chatbots are expected to drive 95% of online customer service interactions by 2025 but QUT research has found a failure to meet customer expectations is also driving frustration among users ...

This indicates that AI chatbots are seen as being more adept at handling certain basic customer service functions, which means that companies are wise to be investing in them—at least up to a point.

But a new survey shows that, at least when it comes to customer service, chatbots still have a long way to go before they meet most people’s expectations. Customer engagement platform Cyara ...

The emergence of generative artificial intelligence — technology that undergirds AI chatbots, image makers and voice-cloning software — threatens the industry. Customer issues are likely to be ...

Businesses hope the artificial-intelligence technology behind ChatGPT can turn ordinary chatbots into impressive fonts of information, potentially transforming customer service. But many ...

For several years, banks have been handling more and more customer service requests with chatbots, often with female-sounding names like Sandi for Santander, Amy from HSBC, or Eno at Capital One.

While human customer-service representatives with sunny dispositions can please clients, new research suggests that customers don’t always want their chatbots to be cheerful. Service chatbots ...