Live agents are perceived as being better than bots at most customer service tasks, especially when frustrated consumers are looking for a little empathy. “Please hold for the next available agent.” ...

Discover how top brands create unforgettable customer service experiences that enhance loyalty, build trust and keep people coming back for more. At the heart of this experience are common triggers ...

In the ever-evolving customer service world, innovation isn't limited to technology and process improvements—it's also reshaping how businesses pay for the tools they use to support their customers.

As one of the world's largest retailers, Amazon typically has customer support available 24/7.Getty As one of the world's largest retailers, Amazon is a well-oiled machine. But while most orders get ...

Forbes contributors publish independent expert analyses and insights. Sherzod Odilov covers organizational transformation and innovation. When your business undergoes a major transformation, whether ...

SAN FRANCISCO, April 9 - Verizon (VZ.N), opens new tab said an AI assistant for the company's customer service representatives built using Google (GOOGL.O), opens new tab models had cut down on call ...