Balance is key. Automation saves time and cuts costs, but human interaction is essential for complex moments like onboarding or troubleshooting. Personal touch matters. High-value customers benefit ...

In the high-stress arena of air travel, where delayed or canceled flights can leave passengers marooned in terminals and tethered to lengthy customer service calls, American Airlines' strategy to cut ...

In today’s business world, the importance of delivering exceptional customer service cannot be overstated. This is where automation comes into play, offering businesses a powerful tool to enhance ...

Automation, like any other technology, can either augment human capabilities and foster stronger business relationships or degrade them. Take email, for example. After decades of use, most recognize ...

We're all living in a world of rapid change. The way we work has been fundamentally altered by the COVID-19 pandemic, and many businesses have had to adapt to hybrid and remote work models. In my ...

Asking a customer multiple times what their problem is a fundamental example of customer service agent manual toil that should be replaced with automation, says an executive at a company specializing ...

The customer experience is one of the most important focus areas for businesses. According to PwC, among all customers, 73% point to experience as an important factor in their purchasing decisions, ...

Businesses considering integrating artificial intelligence into their customer service workflows might be interested in a new video created by IBM. During which Manish Goyal, a Senior Partner at IBM ...

TORONTO--(BUSINESS WIRE)--Today Ada, the AI-native customer service automation company, announced a series of AI management and coaching capabilities that upskill its AI Agent and set businesses on ...

According to new research, interacting with automated chatbots for customer service is viewed by consumers as a source of increasing frustration. In fact, over 72% of respondents in a recent UJET ...

SAN FRANCISCO & DÜSSELDORF, Germany--(BUSINESS WIRE)--Global leader in AI-powered customer service automation solutions, Cognigy, today announced that it has recently been elevated to the Prime ...

During the event in London attendees will hear how leading broadband provider TalkTalk is leveraging CXone Mpower to drive impactful business outcomes As AI and automation continue to transform ...