I think the ideal service isn’t all human or all tech—it is a careful balance that keeps efficiency high but prioritizes human connection for moments that matter.

Seemingly every week, a large company in an old, regulated industry is taking the cover off an artificial intelligence ...

Not unlike humans, AI chatbots struggle to admit "I don't know." This is a problem that goes beyond hallucinating because ...

Several recent surveys suggest consumers are frustrated with the increasing use of AI in customer service — or, to put it ...

Wherever you look, companies are going all in on AI-powered applications. AI can now be found almost everywhere, from online ...

The move to modernized, competitive customer experience delivery has been elusive for utilities due to the costs and the ...

Customers are shifting the way they interact with chatbots to discuss more complex areas like service and sales, rather than just basic information.

The Commonwealth Bank of Australia (CBA) is integrating generative AI across its operations to improve customer service, ...

The newly inaugurated CODi will focus on developing customer-facing digital touchpoint technologies and cutting-edge data and ...

Natural Language Processing (NLP) is a branch of artificial intelligence that focuses on enabling computers to understand, ...