63% indicated that their interaction with a chatbot did not result in a resolution. 72% felt that using a chatbot for customer service was ... lead researcher on the project.

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 ...

Can artificial intelligence be too smart for its own good? While a promising use case for generative AI is handling simple customer service tasks, one Chevrolet dealership recently learned ...

Perhaps the best practice that I saw at the PTI event — and the most outstanding local government technology project ... chatbot, transferring conversations from the chatbot to a 311 customer ...

An AI customer service chatbot for international delivery service DPD used profanity, told a joke, wrote poetry about how useless it was, and criticized the company as the “worst delivery firm ...

In 2020, 5,000 customer service agents mostly based in the Philippines ... they found that most of the chatbot’s benefits accrued to the least-skilled workers, who saw a 35 percent productivity ...

AI-powered customer service is meant to streamline support, but Cursor AI’s chatbot mishap has exposed the dangers of relying too heavily on automation. The coding assistant, developed by ...

Air Canada is being held responsible for a discount its chatbot mistakenly promised ... generative artificial intelligence, to take on customer service roles. In November 2022, Moffat spent ...

we had an interesting incident from Canada where a tribunal ordered Air Canada to honour a refund because it was sought based on advice peddled by its AI-powered customer service chatbot.