AI-powered customer service chatbots could be the always-on agents your team needs—fast, scalable, and smarter with every interaction. Customer expectations have shifted sharply toward instant, always ...

People are generally skeptical of customer service chatbots, and many outright despise them. In a recent Gartner survey, 64% of consumers said that they’d prefer companies didn’t use AI of any kind — ...

Customer experience is a top priority for businesses of size today. In a competitive market, keeping customers happy and engaged is crucial for success. Artificial intelligence (AI) and chatbots are ...

When Jake Moffatt's grandmother died in 2022, he booked a flight to her funeral on Air Canada, hoping to use their bereavement travel discounts. Air Canada's customer service chatbot told Moffatt he ...

Despite how commonplace it’s become to shop online, there’s still plenty of room to improve the e-commerce experience. More than one third (34 percent) of consumers surveyed by Market Inspector said ...

More and more companies are choosing to deploy AI-powered chatbots to deal with basic customer service inquiries. At the ongoing Google Cloud Next conference in Las Vegas, the company has revealed the ...

Speed is an important element of self-service, but it’s not the only thing that matters. Balancing speed and quality is particularly important for developing trust in generative AI. Customers are open ...

While progressing into 2024, WhatsApp maintains its impressive expansion as the top messaging platform globally. Having close to three billion monthly active users, it has evolved from a basic ...

Chatbots provide a convenient first line of customer service, but there are times when users need more personalized assistance. While escalating complex issues to a higher tier can improve ...

Customer support -- whether internal or external -- is a day-to-day imperative for enterprises. But even today, it can be difficult to get it right. Simple prescribed chatbots are often on the front ...

Generative AI is transforming customer service — but are companies ready? In this episode of Today in Tech, Keith Shaw talks with Glenn Nethercutt, CTO at Genesys, about the rise of AI-powered ...

FinTech Magazine runs through 10 of the finance industry’s leading chatbots, including those used by J.P. Morgan, Standard ...