Quiq reports on the role of automation in customer service, highlighting tools like AI for questions, ticket classification, ...

There’s a disconnect between the front office and the back office, and it’s happening at the worst time. Best-in-class customer service is critical right now, but when the customer service team isn’t ...

Silverback AI Chatbot has announced the release of its “AI Assistant” feature, designed to revolutionize how businesses interact with customers through intelligent, automated conversations. This ...

Many of us dread making a customer service phone call. In response, companies have turned to interactive voice response systems — IVRs — to handle customer inquiries, save money, and simplify things.

If you have a problem or a question for the budget airline, you now have to contact them through a live chat on their website, WhatsApp, or social media. The cost-cutting move sparked a larger ...

Customer service is being automated. Will bots take over those jobs? Forrester analyst Christina McAllister advises companies to keep human agents involved in those calls and chats. That’s because ...

During the COVID-19 pandemic, Assemblymember Rick Chavez Zbur was helping his mom get medication, but what he thought would ...