Whether you don't have time to wait on hold or just don't want to deal with surly customer-service reps, here's an excellent alternative. Rick Broida is the author of numerous books and thousands of ...

Explore the top 18 generative AI tools revolutionizing customer service, from advanced chatbots like Cognigy and IBM WatsonX Assistant to comprehensive platforms like Salesforce Einstein Service Cloud ...

I’m on the phone with a startup executive roleplaying as a frustrated customer, and a note along with a speedometer icon appears on my computer screen: Speaking slowly — You are speaking slower than ...

Suumit Shah never liked his company’s customer service team. His agents gave generic responses to clients’ issues. Faced with difficult problems, they often sounded stumped, he said. But when Shah saw ...

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AI-fueled customer service software company Invoca was hit with a digital privacy class action. The complaint alleges that Invoca, which partners with businesses such as DirecTV and DISH, intercepts ...

Teleperformance, the world’s largest call center operator, is relying on artificial intelligence technology to “neutralize” the accents of English-speaking Indian customer service agents in real time ...