A study analyzing 500,000 customer service interactions shows chatbots struggle with complex issues while human agents excel ...

Customers contact companies regularly to purchase products and services, inquire about orders, make payments and request ...

Frank Schneider, vice president and artificial intelligence evangelist at Melville-based Verint Systems Inc., a supplier of AI-powered chatbots and call-center software to 85% of the Fortune 100 ...

Despite AI's advancements, the human touch remains irreplaceable in customer service. Emotional intelligence, empathy and the ability to connect on a personal level are uniquely human traits that ...

In 2025, the integration of artificial intelligence into support engineering has revolutionized customer service, enabling companies to provide efficient, personalized and round-the-clock ...

AI chatbots handle basic questions and provide 24/7 support, freeing up human agents for more complex issues. Real-time feedback analysis tools integrate with AI to analyze customer sentiment and ...

The good news is, the latest in conversational AI for customer service has the potential to improve the image of an industry previously filled with unhelpful chatbots, Roberti said: “I would say ...

This scenario isn't that far from reality, as AI chatbots are already taking over online commerce. By 2025, 95% of companies will have an AI chatbot, according to Finance Digest.AI might not be ...

While human customer-service representatives with sunny dispositions can please clients, new research suggests that customers don’t always want their chatbots to be cheerful.

It can feel like AI chatbots are everywhere, from dating apps to customer service. "Botshit" describes inaccurate or fabricated info produced by chatbots that humans use for tasks.

The integration of AI in customer service isn’t about choosing between technology and humanity—it’s about using machine intelligence to strengthen human relationships. The Fast Company ...

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 ...