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 ...

Artificial intelligence (AI) chatbots are everywhere in e-commerce. Answering questions instantly, handling thousands of customer interactions at once, and working 24/7 without ever needing a break, ...

Artificial intelligence chatbots are everywhere these days, from smartphone apps and customer service portals to online search engines. But what happens when these handy tools overestimate their own ...

Companies are increasingly routing customers to chatbots. New research looks into whether customers prefer human or chatbots agents more, and under which circumstances.

No matter if it's excellence in customer service, fine-tuned analytics, or nuanced personalization, AI has the capacity to ...

From flawed data to legal fallout, hallucinations are a growing risk in AI-powered support. This guide shows how to reduce the damage.

AI chatbots are "overconfident" - even when they’re wrong, warns new research. They appear to be unaware of their own ...

There’s no question that chatbots bring considerable advantages, but this efficiency comes at a cost due to their inability ...

Amjad Al Sabbah of Sprinklr, and Francoise Russo of Aramex share how they are enabling hyper-personalised, AI-powered customer journeys ...