A new bill looks to reduce hold times by requiring businesses to connect customers with a human within 5 minutes, aiming to ...

Tipping has evolved from a hospitality tradition into a widespread expectation across many service sectors, including ...

I would rather talk to a person than an automated customer service call. I strongly dislike the menu option recording that says, “press 1 if …, press 2 if …, press 3 if … “ Almost 4 out of 5 customers ...

Add Yahoo as a preferred source to see more of our stories on Google. NEW YORK, NEW YORK - AUGUST 11: A view of people walking by the Google logo on the building exterior of 111 Eighth Avenue on ...

Alex Rivlin was tackling a last-minute task for his European vacation. That’s how he got snagged in an artificial intelligence-enabled scam. Rivlin, who runs a real estate company in Las Vegas, needed ...

Tallahassee is using AI in various city departments to improve efficiency and services. Key AI implementations include customer service chatbots, data compilation software, and AI-assisted policing ...

One year ago, Microsoft launched its Contact Centre as a Service (CCaaS) solution, powered by AI. In just 12 months, it has already helped reshape how organisations connect with their customers, ...

In hindsight I’ll say: I always thought going crazy would be more exciting—roaming the street in a bathrobe, shouting at fruit. Instead I spent a weary season of my life saying representative.

Ryobi has won over DIYers, tradespeople, and casual tool users alike with a host of handy tools over the years, making it possible to build an expansive neon green arsenal. Throughout the history of ...

Editor's take: Customer care has become one of the most notorious business failures of the digital age, and everyone knows it. Now, artificial intelligence threatens to take this horror show of ...

A call center is vital to an organization’s relationship with its customers. For many businesses, it serves as the primary touchpoint for customer interactions. As such, optimizing your call center’s ...