While agentic AI is a natural extension of chatbots and other AI technology, the right use cases must be chosen.

Consumers are increasingly adopting unofficial third-party genAI tools, such as ChatGPT, Google AI Overviews, and Apple Intelligence, to resolve their customer service issues, the research firm found.

Quiq reports on the role of automation in customer service, highlighting tools like AI for questions, ticket classification, ...

Strengthen your customer relationships by addressing these eight key customer experience failures.

It's a shame that customer service doesn't always get the respect and attention it deserves because it's among the most important ingredients in any business's success. There's no better marketing ...

For years, customer service has frustrated both businesses and consumers. Long wait times, disjointed communication, and inconsistent service have dissatisfied many customers, creating significant ...

Customers resolve only 14 percent of their service and support issues fully in self-service, and even for issues that customers describe as very simple, only 36 percent resolve fully in self-service, ...