AI chatbots are growing in popularity and capabilities. What potential do they have to improve customer experience (CX) by answering questions and holding conversations? Whatcha got, ChatGPT? We ...

Artificial intelligence (AI) chatbots have been a hot topic of conversation for months now and are only continuing to grow, both in popularity and capabilities. These bots can do more than just answer ...

When preparing for a job interview, particularly for a position involving customer service or support, it's crucial to understand that excellent customer service is both situational and contextual.

Employees who deal directly with customers are a company's public face. Their behavior and actions directly impact the image of a company and shape how the public sees a business. To make sure you are ...

Below, I share (and answer) the most interesting questions I’ve been asked recently at the end of a customer service training workshop or keynote speech; in the course of an onsite customer service ...

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 ...

Overview:  AI handles routine questions instantly, while humans focus on complex and emotional issues. Done right, support feels more personal, not automat ...

Customer service chatbots may finally become more intelligent, more conversational and more helpful. By Steve Lohr This article is part of a new series on artificial intelligence’s potential to solve ...