Salesforce has had over one million AI agent-customer conversations. The company launched AI agents on its Salesforce Help site in October 2024, a full-screen experience that makes getting support ...

You're frantically trying to resolve an issue with a recent online purchase. It's late, you're frustrated, and you need help now. You reach out to customer service, dreading the thought of navigating ...

Customer service and support platform Intercom this week unveiled the latest phase of its mission to infuse AI into every step of customer service, introducing Fin AI Copilot, an intelligent assistant ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. There are two reasons your customer service is unforgettable ...

Three billion people use messaging apps, and their role in our day-to-day lives is continuing to grow. Around half of American smartphone users open a messaging app 11 or more times per day, and ...

Since January the use of AI agents for customer service tasks has exploded by a compound annual growth rate of 2,199%, according to a new report by Salesforce. The number of agents available has more ...

Air Canada has been penalized for misinformation generated by its chatbot; Patagonia has been accused of letting a vendor's AI model listen to and analyze customer service conversations without ...

LAS VEGAS — T-Mobile has been directing more of its customer service calls to actual human beings. What a concept! And as a consequence, its Net Promoter Scores, which measure the likelihood to ...

No matter what industry you're in, few things are more important for your business's continued success than quality customer service. Improved customer service has been directly linked to better ...