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

Gopal K. Gureja’s Customer Service Edge: Find and Fill Policy-Practice Gaps presents a rigorous and insightful exploration of ...

Providing exceptional customer service can be tricky. The easiest way to deal with difficult customer inquiries is to keep the customer in the dark until you have a satisfactory resolution. That way, ...

Dear Miss Manners: Occasionally I come across a customer service policy that is designed to serve the company better, as opposed to the customer. In those cases, I realize the representative is simply ...

Automation is rising, but most consumers still want real human help. Learn what today’s trends reveal about trust, loyalty and the future of support. Customers still want to speak to a human. AI ...