Customer Service On The Automation Chopping Block Creating fully refined AI is more important than just implementing new AI as a shiny new tool, no matter where it’s applied.

Discover how brands use conversational AI to enhance empathy, trust, and personalized support without losing the human touch ...

A new bipartisan bill, called the "Keep Call Centers in America Act of 2025," introduced by Sen. Gallego and Sen. Jim Justice of West Virginia on Wednesday, proposes to ensure such jobs remain in the ...

An airline gate agent was caught on camera online shopping while working behind the counter. The video left commenters ...

Under the hood, Cognigy uses LLMs from major AI providers such as OpenAI and Anthropic PBC. If the LLM that powers an agent ...

I used to work as a customer service agent. My first experience with customer service was entering tax-free orders at an airline company. I remember answering the phone with “PremiairShop.” ...

From detecting fraud to curing disease, agentic AI isn’t just smart — it’s rewriting the rules of how entire industries work.

NiCE bolsters its AI platform with conversational and agentic capabilities via a Cognigy deal to take on more customer ...

1. There’s a lot of pressure on customer service representatives. Pavlic and Curtis say the reason customer service representatives have such bad experiences is that it’s one of the worst jobs ...

If you want better customer service, recording a call sometimes works, and sometimes it doesn't. But there's an even better way to solve this problem.

ILLINOIS (AP) - A former Southwest Airlines customer-service agent has been indicted and charged with fraud for allegedly making and selling travel vouchers worth nearly $1.9 million.