Callers were then told to “please stay on the line” if they wanted to speak to a representative. The phone system was also ...

Decades from now, when historians look back upon the first five years of the 2020s, two critical developments will stand out ...

While AI’s contributions to this success are undeniable, it’s not a standalone solution. The future of retail customer ...

I once relied on technology, assuming digital tools would never fail, but a single payment issue revealed deeper problems in ...

For organizations looking to integrate AI-powered voice assistants, some key questions must be answered to ensure success.

An enjoyable experience for the customer is constructed based on providing exceptional customer service, which includes a variety of interactions with the client to enhance the customer’s overall ...

As the head of customer service technology initiatives, Kakani has been instrumental in transforming how healthcare providers and patients engage with customer service. Leveraging artificial ...

The company said it has been using Anthropic's Claude AI model, through Amazon's Bedrock generative AI platform, which has helped reduce the average customer service resolution time by 87% and is ...

Editor's Note: ZDNET's "Technology that Changed Us" series was ... the micro-blogging service created a new way to reach a tremendous number of people, instantly. Perhaps nothing showcases ...

Technology transforms customer service by driving innovation and enhancing human engagement. Many businesses now use artificial intelligence-powered chatbots, self-service portals, and automated ...

De La Torre accused the business-focused social media platform of breaking a promise to use personal customer data only to improve its services, by sharing customers' messages with third parties ...