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 ...

This is just one of the stories from our “I’ve Always Wondered” series, where we tackle all of your questions about the world of business, no matter how big or small. Ever wondered if recycling is ...

In Aesop’s fable “The North Wind and the Sun,” the two forces of nature argue over who is stronger. To settle the debate, they test their power on a passing traveler by trying to remove his cloak. The ...

WTF?! Across the United States, consumers are confronting a new kind of obstacle when seeking help from companies and government agencies: a maze of automated systems, endless wait times, and ...

This past school year, a parent reached out to me. In our very first communication, she threatened to go to the school board if I did not locate an assignment that we later discovered her child had ...

Fintech company Klarna, known for its “buy now, pay later” services, is going back on its decision to replace human workers with Artificial Intelligence (AI). The company has previously claimed that ...

SAN FRANCISCO, April 9 - Verizon (VZ.N), opens new tab said an AI assistant for the company's customer service representatives built using Google (GOOGL.O), opens new tab models had cut down on call ...

How a business handles customer service interactions increasingly defines its online reputation, yet, according to our recent survey that gives a list of the best and worst customer service brands, ...

Growth is a crucial component of any business, and sustainable growth is impossible without customer service. More customers inevitably means higher support volume. And without the resources to ...

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"Your service sucks! Can't you do anything right?" shouted Jeff, his voice laced with frustration. He had demanded to have a new water dispenser sent over to replace the one that had malfunctioned, ...