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 ...

AI is great for improving productivity, but many Brits are concerned that AI doesn't understand emotional tone or sensitive ...

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 ...

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.

According to a report by Gartner, worldwide spending on conversational AI technology in customer service centers for 2023 is projected to increase by 16.2% from 2022, totaling $18.6 billion.

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 ...