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 ...

A year after claiming that its AI chatbot could do the work of 700 representatives, Klarna is turning back to people to handle more of its customer service work. The buy now, pay later firm now ...

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 ...

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 ...

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 ...

and if you want to get any chatbot to do silly tricks, you can do that,” he said. Experts stressed the need for businesses deploying automated customer service to proactively manage ...

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.