Despite consumers having an increased comfort level with AI, there is a missed opportunity when businesses deploy increase automation without thinking holistically about both cost-cutting and the ...

70% of service organizations using AI agents report positive outcomes within 60 days of deployment. Agentic AI adoption for service organizations has grown from 39% to 66% in the past 12 months. A new ...

Customers still strongly prefer humans in customer service. In today's AI-driven world, human connection remains a major driver of trust, loyalty and long-term growth. Human support is a competitive ...

Between AI tools that fail to deliver and leaders miscalculating the cost dynamics of AI, companies are being set up for whiplash and will likely need to rehire some of the staff they laid off.

Embedding artificial intelligence (AI) in customer service operations is becoming commonplace, but the technology doesn't seem to be lightening the workloads of customer service reps. New research by ...

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 ...

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 ...

Forbes contributors publish independent expert analyses and insights. TerDawn DeBoe covers small business AI strategy and ROI measurement. This voice experience is generated by AI. Learn more. This ...

AI and automation are transforming contact center solutions, making customer service one of the most common ways that people will interact with AI in their daily lives. The advantages of well-executed ...

Agentic AI is all the rage these days, with organizations exploring how AI can be infused into daily operations. The meaningful excitement lies in the application of agentic AI within a specific ...

Earlier this month, Uber cut about 10 percent of its customer support team as part of a broader effort to “simplify operations, strengthen in-person collaboration, and continue to embrace AI,” a ...

New data reveals how customers really feel about AI in service, and why human connection still plays a critical role in trust, loyalty and growth. Customers still strongly prefer humans in customer ...