For decades, customer service was considered a cost of doing business. To cut costs, many companies moved customer service jobs offshore, deployed various technologies to automate customer ...

This story was originally published on CX Dive. To receive daily news and insights, subscribe to our free daily CX Dive newsletter. The Federal Communications Commission has proposed a rule aimed at ...

Customer service has traditionally been viewed as a cost center for businesses. It's often seen as a necessary expense that only adds a little value to the bottom line. But customer experience is ...

AI’s decimation of call center jobs has begun. Companies including the Commonwealth Bank of Australia, Microsoft Corp., Uber Technologies Inc. and Hyatt Hotels Corp. are using automated chat and phone ...

One of the obvious uses of generative AI is customer-facing chatbots. If you’ve ever had a frustrating interaction with a chatbot that is not particularly helpful, take heart because, with tools like ...

Embrace AI as a customer service tool. Despite developing at a rapid and unwieldy pace, customer service chatbots can effectively enhance your CS operations. Choose the best type of AI for your ...

It may sound old-fashioned to talk about improving your customer service through the phone. With all the digital innovations in customer experience, a company can fall into the trap of treating ...

I recently worked a shift in our company’s customer service operation. With the help of two very patient colleagues, I processed tickets and toggled among four different software tools (the actual ...

ChatSpark has launched AI Operator, a new agentic operations layer that enables customer service teams to manage, optimize, and automate customer support operations through natural language ...