Customer service can be a "really, really difficult job." Will AI make it easier — or cause even more headaches?

Customer service is the direct, one-on-one interaction between a consumer making a purchase and a representative of the ...

The next time something goes wrong with your bank account, package delivery or a bill, there's a good chance you'll be directed to AI for customer service. Countless organizations across many ...

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 ...

And yet it’s more likely for customers to switch providers for Internet, pay TV, banking, and other services. Go figure. more It seems as if everyone has a tale about Customer Service Hell. According ...

Search has become part of almost everyone’s life. You’d be hard-pressed to find someone who hasn’t ever made a Google search. And new advancements in artificial intelligence are powering ...

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True customer service is a company-wide culture, not a department, remembered through genuine, unscripted moments. The key to building a service culture — and successful company — is hiring people who ...

If your satisfaction with your bank has gone down lately, you may be in the majority. The latest J.D. Power customer satisfaction study of U.S. banks shows consumer trust in retail banks has declined ...

The chatbot rule would require businesses to provide timely and reasonable customer service in addition to offering customers access to a human representative if that service falls short.

This article is part of our new editorial package, The Future of Shopping, in which we predict how the retail landscape will be shaped over the next decade. Click here to read more. Piles of unfolded ...

Customer service workers have gotten used to the now-common question coming from the other end of the line: "Wait, are you an AI?" Being mistaken for the technology your employer hopes will replace ...