Engaged employees deliver better customer service. Companies in the top 25% of employee engagement have 10% higher customer ...

Agentic AI changes this. It can watch for triggers – like fraud or service failures – and act before the customer even picks up the phone. Instead of dealing with a complaint, it reaches out, resolves ...

Discover how brands use conversational AI to enhance empathy, trust, and personalized support without losing the human touch ...

Marketing researchers at the University of Maryland's Robert H. Smith School of Business have produced an artificial ...

Robotic solutions are no longer just prototypes, but practical, cost-effective tools capable of handling repetitive and even ...

Zhang is the CEO and co-founder of Decagon, a San Francisco-based startup that offers an automated customer-support service ...

From flawed data to legal fallout, hallucinations are a growing risk in AI-powered support. This guide shows how to reduce the damage.

New research from Gartner reveals strategies for organizations to maximize ROI from customer service technology` ...

Businesses need to take stock of their data storage structures and workflows, and to improve integrations, security, and ...

Chatbots evolve beyond cost savings. Once seen as call deflection tools, today’s bots are brand touchpoints powered by large ...

Predictive loyalty reduces friction: A refill arrives or a voucher appears at the right time. But this precision can feel intrusive. The best brands treat data as borrowed, make AI visible and ...

In an Outage? How to Reach Starlink Customer Service Stuck on a problem with your Starlink satellite internet, and seeking help? These tricks for reaching a rep actually work. (Also, see one that ...