In the last five years, there has been a palpable shift in customer service standards—in contact centers especially, but not exclusively. Not that long ago within contact centers, the standard for ...

Soon, all businesses will be able to use Meta’s AI to power live, 24/7 customer service that can interact with customers on behalf of businesses on Instagram, Facebook, and WhatsApp. Meta announced ...

“Robots” uses Coolidge’s comedic performance to highlight what can be an irritating expectation consumers have when calling customer service. According to a recent Discover and Dynata survey, 95% of ...

Even though Salesforce is investing heavily in agentic AI, executives recognize the limitations of the technology. The large language models that power the technology can’t achieve 100% accuracy, ...

Technologies that support digital-first service will overtake traditional channels like phone and email as the most valuable technologies for customer service and support leaders in the next two years ...

Chatbots provide a convenient first line of customer service, but there are times when users need more personalized assistance. While escalating complex issues to a higher tier can improve ...