Bye bye, humans in customer service? One out of every two of you? Yes, if a Forrester prediction comes true in four years. Researchers predict that by 2030, 49% of current customer service jobs will ...

If an AI agent gives one policy on web chat and a human representative gives a totally different answer over the phone, trust ...

As AI agents gain momentum in customer service, new Liveops research finds enterprise CX leaders are rejecting AI-only automation in favor of models that combine AI with human judgment, empathy and ...

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As AI takes on more of the customer relationship, the companies earning trust will define where machine autonomy ends and ...

Interactive voice response (IVR) systems that rely on keypresses or basic voice recognition remain widespread, but advances in artificial intelligence (AI) have opened up richer interactions that ...

Learn how AI automates knowledge base updates, finds content gaps and improves customer self-service while keeping human review in place.

A theoretical study suggests that repeated interactions with customer service AI could subtly influence human communication, ...

Earlier this month, Uber cut about 10 percent of its customer support team as part of a broader effort to “simplify operations, strengthen in-person collaboration, and continue to embrace AI,” a ...