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.

Zoom Communications unveiled Zoom Virtual Agent 3.0 on Feb. 24, introducing an execution architecture designed to automate end-to-end customer resolution across enterprise systems. The update builds ...

Entertainment companies are very different when it comes to their complaint, request and troubleshooting practices. How a platform handles these interactions can make or break a user’s loyalty – ...

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Discover how top brands create unforgettable customer service experiences that enhance loyalty, build trust and keep people coming back for more. At the heart of this experience are common triggers ...

Members of Civic Federal Credit Union have reported long hold times and trouble accessing their accounts following a recent merger. The transition from Local Government Federal Credit Union to Civic ...

In Aesop’s fable “The North Wind and the Sun,” the two forces of nature argue over who is stronger. To settle the debate, they test their power on a passing traveler by trying to remove his cloak. The ...

LOUISVILLE, Ky. — RiverLink is swapping out who handles their customer service, citing that over the years, there have been too many issues with invoicing and customer service hold times. “We all have ...

PITTSBURGH — Officials with Pittsburgh Regional Transit are reporting disruptions to their customer service phone lines. Riders trying to call a customer service representative may not be able to ...