Generative AI is designed to please humans, but maybe not in the case of customer service chatbots dealing with angry ...

Poor customer service can hurt your business. But just how badly might surprise you. Just ask United Airlines. In 2008, musician Dave Caroll and his band Sons of Maxwell were traveling on United ...

Forbes contributors publish independent expert analyses and insights. I cover travel with a focus on safety and sustainability. If you're looking for the best customer service in travel, you might be ...

I recently worked a shift in our company’s customer service operation. With the help of two very patient colleagues, I processed tickets and toggled among four different software tools (the actual ...

The FCC has already put a ban on foreign-made internet routers, and now it wants to change the way internet and phone ...

Intercom plans to expand Fin beyond customer service into sales and marketing—positioning it as a direct competitor to Salesforce's Agentforce vision, which aims to provide AI agents across the custom ...

Bad customer experiences could cost organizations throughout the world $3.7 trillion annually. That’s according to new research by the experience management company Qualtrics. This figure is up 19% ...

Automation can’t replace human agents without the risk of operational disruption and a worse customer experience, the firm ...

Companies are either known for their superior customer service reputation or they’re slaughtered in the public eye for their unhelpful ways. With little room in between, your company needs to upgrade ...