We all understand why companies want to offload their customer service to bots and hard-to-find remote “representatives” distributed all over the world: it saves money. The last resort of customer ...

"AI has a role to play in automating back-office tasks and improving efficiency," said Jane Blanchard, head of brand and marketing for ServiceForge. "But when a customer is calling because their heat ...

WTF?! While many companies are scrambling to incorporate AI elements into their website, they may want to pause for thought after it emerged this week that a major courier company's customer service ...

If you are interested in building your very own AI customer service representative to help with the ever-increasing workflow of your business or daily lives. You may be interested in a new video ...

Robots have taken over customer service jobs to replace humans in the alternate universe of Customer Service Bot’s Rules for the Drive-Thru, written by Cinna Jude and directed by Krystal Glover. The ...

It’s not easy being a customer-service agent—particularly when those customers are so angry with a product that they want to yell at you down the phone. That’s the sort of rage that Sonos, a maker of ...

An AI customer service chatbot for delivery service DPD used profanity and criticized the company after prompting.

This all started so simply. ASOS customer Nick just wanted to know the status of his return. Due to the company’s automated customer service bots however, Nick is more confused now than when he ...

One of the obvious uses of generative AI is customer-facing chatbots. If you’ve ever had a frustrating interaction with a chatbot that is not particularly helpful, take heart because, with tools like ...

David Pogue is a six-time Emmy winner for his stories on "CBS Sunday Morning," where he's been a correspondent since 2002. Pogue hosts the CBS News podcast "Unsung Science." He's also a New York Times ...