If you don’t understand the customer journey, you may as well be selling blind. Luckily, chatbots are helping brands gain a deeper understanding of the customer journey — and take better control of it ...

One red-hot category in the generative AI space is customer support, which isn’t surprising, really, when you consider the tech’s potential to cut contact center costs while increasing scale. Critics ...

Airbnb started rolling out an AI-powered customer service bot in the U.S. last month, CEO Brian Chesky said during the firm’s first-quarter conference call on Thursday. Chesky said 50% of Airbnb’s U.S ...

You’re gonna love me for this. Say you’re calling customer service because you need help. Maybe your bill is wrong, your service is down or you want a refund. Instead of a person, a cheerful AI voice ...

Many enterprises that offer flexible genAI-powered customer service chat functions are seeing other businesses using them as a free tool to save on tokens. It’s a nasty problem, but the cure is likely ...

The relationship between atificial intelligence (AI) and customer experience (CX) is a conversation that isn't going away. For businesses to remain competitive today, delivering excellent customer ...

If you’ve been on the phone with customer service recently, there’s a good chance your first interaction was with a bot, or maybe automated voice, telling you to press some number to get to a menu to ...

Sure, there's ChatGPT and Claude, but most companies with online customer service now use AI chatbots, too. Here's what you need to know. Barbara is a tech writer specializing in AI and emerging ...

Companies use often-annoying chatbots to interact with customers. So here is what’s on my tech wish list: my own chatbot whose job is to deal with those annoying company bots. All the reasons ...