If you don’t understand the customer journey, you may as well be selling blind. Luckily, chatbots are helping brands gain a deeper understanding of the customer journey — and take better control of it ...

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 ...

The following chart shows that 63% of respondents said they could detect a chatbot when it was being used in customer service interaction. Sinch did not specify any parameters around the definition of ...

Many enterprises that offer flexible genAI-powered customer service chat functions are seeing other businesses using them as a free tool to save on tokens. It’s a nasty problem, but the cure is likely ...

The relationship between atificial intelligence (AI) and customer experience (CX) is a conversation that isn't going away. For businesses to remain competitive today, delivering excellent customer ...

You’re gonna love me for this. Say you’re calling customer service because you need help. Maybe your bill is wrong, your service is down or you want a refund. Instead of a person, a cheerful AI voice ...

There appears to be a recent epidemic of users hijacking companies’ AI-powered customer service bots to turn them into generic AI assistants. The goal is to get the branded bots to do their bidding, ...

Companies use often-annoying chatbots to interact with customers. So here is what’s on my tech wish list: my own chatbot whose job is to deal with those annoying company bots. All the reasons ...

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 ...