Two Illinois customers allege Walmart created voiceprints from service calls without obtaining consent required under the ...

T-Mobile is using AI to proactively resolve customer issues, aiming to eliminate the need for support calls altogether. Voice AI now handles about half of customer service calls, contributing to over ...

The Federal Trade Commission (FTC) recently issued its "Top Scams of 2024" update, and the results aren't promising. Consumers lost about $1.9 billion to fraud through phone calls, texts or emails ...

The Home Depot is launching an AI voice agent phone system to field customer service calls to stores, the company announced Wednesday. The retailer plans to expand the system to all U.S. locations ...

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 ...

NEW YORK — Armen Kirakosian remembers the frustrations of his first job as a call center agent nearly 10 years ago: the aggravated customers, the constant searching through menus for information and ...

Weather volatility leads to unpredictable energy bills, causing confusion and increased customer service calls. DTE's BillWise AI provides real-time alerts, forecasts, and explanations to help ...

In January of 2023, I wrote an article about how timeliness of resolution is the highest weighted driver of customer satisfaction for a phone interaction and discussed how the call recap is a ...

Thousands of customers have called the Baltimore Gas and Electric Company’s customer call center in the past year; many were met with hourslong wait times and unfulfilled promises from BGE to call ...

Companies spend millions of dollars to win new customers, only to ghost them post-purchase. The obsession with deflection, shrinking support teams and automating human connection is a costly ...