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

What is the best customer service AI agent platform for ecommerce in 2025? Text.com is the best platform for ecommerce in 2025. Independent scoring across resolution quality, ecommerce integrations, ...

Armen Kirakosian remembers the frustrations of his first job as a call center agent nearly 10 years ago: the aggravated customers, the constant searching through menus for information and the notes he ...

The role AI plays in enabling self-service and helping agents dig up relevant information are well documented, but companies are investing in other AI use cases as well, the CCW survey found. One ...

Workplace software provider Salesforce has formally announced Einstein Service Agent, the company’s first-ever autonomous AI agent. Salesforce said in a press release that it’s designed to “make ...

Artificial intelligence (AI) is making waves in many areas of business, but one of the most significant is in customer service. Agent assist, virtual agents, and sophisticated analytics are catalysts ...

The federal agency is floating a set of rules requiring companies to offer U.S.-based representatives and cap the volume of calls handled overseas.

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. Oh, what a difference a year makes. I recently traveled to ...

Oh, the lengths some people will go to get better customer service. Like recording phone calls with a customer service agent. Robert Grunfeld, who had a ticket on a United Airlines flight from Newark, ...

Contact center agents are the backbone of customer service, often juggling complex interactions across multiple channels while working under considerable pressure. Their experience on the job—which ...