Home Depot is letting go of a traditional store feature and introducing a new customer support system. The retailer is ...

Traditional ways of gathering feedback — such as surveys, focus groups, and post-interaction questionnaires — have long served as the backbone of Voice of Customer (VoC) programs. These methods have ...

A new generation of customer-service voice bots is here, spurred by advances in artificial intelligence and a flood of cash. Automated voice programs are being upgraded from old-school systems with ...

Artificial intelligence is rapidly reshaping the way businesses interact with customers, with voice technology leading the charge across multiple industries. From retail to finance, AI-powered ...

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 ...

In today’s competitive home services market, plumbing companies face increasing demands for continuous customer support. Local Marketing Plus SEO has launched an AI Voice Assistant designed ...

In 2026, the CCO owns outcomes, not sentiment—connecting systems, teams and AI to deliver measurable customer performance.

Explore the top 18 generative AI tools revolutionizing customer service, from advanced chatbots like Cognigy and IBM WatsonX Assistant to comprehensive platforms like Salesforce Einstein Service Cloud ...

Japanese telecommunications giant SoftBank recently announced that it has been developing “emotion-canceling” technology powered by AI that will alter the voices of angry customers to sound calmer ...

As enterprise AI spending surges past $100B annually, a critical divide has emerged: while billions flow into horizontal AI platforms promising to solve everything, enterprises deploying these tools ...

What if you could have a conversation with technology that feels as natural as chatting with a friend? Imagine an AI voice agent so advanced it not only understands your words but also your intent, ...