Customer service can be a "really, really difficult job." Will AI make it easier — or cause even more headaches?

Consumers are bringing their own AI tools into customer service conversations to research policies, prepare questions and ...

Deflection rate — the share of customer inquiries handled without reaching a human agent — can give businesses an incomplete ...

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Oracle wants to unlock the power of your data to analyze trends and identify complaints before customers even complain.

A L’Oréal adviser who needed to issue a customer a discount code once clicked through about 15 screens over 10 minutes. Now the adviser types a prompt, ...

AI is reshaping roles, workflows and leadership. Here's how CSMs can adapt and build the skills that matter most.

Consumers have used AI for years, starting with basic (but let’s face it, not-so-great) chatbots. As more sophisticated AI agents have entered the scene in recent years, consumer skepticism was ...

It’s fairly common in the age of artificial intelligence and agents for AI to handle routine customer service faster and ...

Cisco announces Webex AI agents for meetings and customer service. Learn what IT teams should check about availability, integrations and access controls.

Artificial intelligence is revolutionizing customer service across multiple industries. However, both industry professionals and American consumers say it’s a mixed blessing that requires a clear ...

Explore how agentic commerce and AI shopping assistants are transforming ecommerce, payments, checkout security and fraud ...