Generative AI is designed to please humans, but maybe not in the case of customer service chatbots dealing with angry consumers looking for refunds.

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 — ...

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 ...

Forbes contributors publish independent expert analyses and insights. Kathleen Walch covers AI, ML, and big data best practices. Sep 29, 2024, 11:42am EDT Many companies are turning to AI to help with ...

Armen Kirakosian remembers the frustrations of his first job as a call center agent nearly 10 years ago: the aggravated customers, the constant searching through menus for information and the notes he ...

South Carolina lawmakers say guardrails are needed when children interact with AI-powered chatbots.

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 ...

As more kids interact with AI chatbots daily, South Carolina lawmakers want to set boundaries on how that technology can be ...

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 ...

Many enterprises that offer flexible genAI-powered customer service chat functions are seeing other businesses using them as ...