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

New research draws the line between AI customer service that builds loyalty and AI deployment that drives churn — with ...

As organizations add AI to customer support, many are seeing an avoidable downside when the balance is wrong. Repeat contacts rise, escalations increase, and customers feel trapped. Business Training ...

Consumer comfort with AI tools has reached an "inflection point," TD Bank's Ted Paris said, but they still want human agents ...

The companies that win won’t be the ones that replace people but the ones that use AI to make their people exceptional. Service businesses are built on trust, emotion, and problem-solving in real time ...

PORTLAND, Ore., March 18, 2026 /PRNewswire/ -- The Federal Communications Commission (FCC) is considering new rules requiring customer service agents to be based in the United States, with the ...

AI is transforming contact centres by automating tasks, improving efficiency and enabling personalised, proactive ...

Somil Gupta is the Head of AI & Infrastructure at Broccoli AI, a Y Combinator-backed company building voice agents for the trades industry. The home services industry, including trades like HVAC, ...

You’re gonna love me for this. Say you’re calling customer service because you need help. Maybe your bill is wrong, your service is down or you want a refund. Instead of a person, a cheerful AI voice ...