When the airline refused to honor this request, he produced a screencap of the airline’s own customer service bot providing this advice only to be told that the bot was wrong and there was ...

Ride-hail giant Lyft has partnered with AI startup Anthropic to build an AI assistant that handles initial intake for ...

Virgin Money has apologized to a customer who was scolded by one of the bank’s chatbots after it appeared to confuse its own company’s name for an insult. In a LinkedIn post published last week, ...

These new customer service bots, dubbed “conversational agents” in industry lingo, aren’t just about efficiency; they’re like superheroes, swooping in with personalized, eerily human-like ...

AI-powered chatbots are reshaping customer service by improving efficiency, response times, and engagement. With advancements ...

Nearly half the traffic on the internet is generated by automated entities called bots, and a large portion of them pose ...

Working in customer service is notoriously stressful ... Leveraging AI to provide frictionless self-service through bots and other channels is a win for customers and agents: it provides faster ...

Businesses say it's the way to unlock efficiencies and improve customer "journeys ... and that consumers evaluate service as worse when it's provided by a bot versus a human, even when the ...

The top executive of Allstate Corp. said the company’s 15,000 customer service agents now use artificial intelligence to craft emails to customers about claims, a move that has led to better outcomes ...