Businesses risk losing trust, sales and customer loyalty when they rely primarily on AI for customer service. When customers ...

As AI chatbots frustrate travelers during disruptions, some travel companies are considering charging extra to reach a human.

Experts say travel companies could take things to the next level. Imagine being on hold with an airline and hearing an offer: ...

I would rather talk to a person than an automated customer service call. I strongly dislike the menu option recording that says, “press 1 if …, press 2 if …, press 3 if … “ Almost 4 out of 5 customers ...

Model Context Protocol (MCP), a new open standard that defines how AI systems connect to data and tools, helps solve the ...

As customer expectations rise and digital interactions multiply, organizations are racing to integrate AI into their customer experience (CX) strategies. Yet, despite growing tech budgets, many CX ...

For more than a decade, artificial intelligence (AI) has been steadily evolving and expanding to reshape how we live and work. From speech recognition and language processing to self-driving cars, ...

The numbers are sobering. Organizations invested $47 billion in AI initiatives during the first half of 2025, yet 89% of that spend delivered minimal returns. Most projects collapsed under the weight ...

Consumers’ response to AI and automation is largely positive, but a majority still say humans provide better support, a ...