One task, many teams. A single customer journey often spans multiple departments, exposing weak links across channels. Friction by design. Some customer struggles are intentional and necessary, but ...

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 ...

The mission of customer service should be self-explanatory: to better serve a company's customers. And yet so many large enterprises fall short of this goal. They don’t have robust systems in place to ...

It all started simply enough. I dialed my son’s phone number, something I’d done hundreds if not thousands of times before. But instead of connecting, I got an automated message, “Customer not in ...

When Helenann Knopp realized the dishwasher she'd bought online and had delivered didn't include installation, she went searching online for a customer service number. Instead, the New Jersey woman ...

If you dread the thought of calling to change an airline ticket or negotiate your internet bill, a new artificial intelligence tool may provide a solution. DoNotPay, which offers an assortment of ...

We’ve all been there: you’re calling a customer service line when suddenly—and with no indication of how long you’ll be waiting there—you’re put on hold. In other cases, you have a simple question for ...

LAS VEGAS — T-Mobile has been directing more of its customer service calls to actual human beings. What a concept! And as a consequence, its Net Promoter Scores, which measure the likelihood to ...

Microsoft on Tuesday said it will introduce new artificial intelligence tools for customer service call centers. Microsoft, which has backed ChatGPT creator OpenAI, is taking AI technology into a ...