From flawed data to legal fallout, hallucinations are a growing risk in AI-powered support. This guide shows how to reduce the damage. Generative AI is everywhere in customer service these days. It ...

When we talk about customer experience (CX), the spotlight often falls on front-end interactions: the smiling voice on the phone, the helpful chatbot, the timely follow-up email. But what many don’t ...

Editor's note: We’re kicking off a three-part series from new CMSWire contributor Andrew Neff on the state (and speed) of voice AI. Part 1, launching today, sets the baseline: how far voice AI has ...

As AI becomes more integrated into everyday business, service businesses win by using technology to support human connection, not replace it.

For more than a decade, artificial intelligence (AI) has been steadily evolving and expanding to reshape how we live and work. From speech recognition and language processing to self-driving cars, ...

When you're a business owner, it's hard to be everywhere at once — even though, your venture kind of demands it of you, especially if you're a solopreneur. Luckily, there are lots of tools on the ...

Airbnb is leveraging AI for customer support, handling a third of requests in North America and planning global expansion.

Salesforce announced Agentforce Voice, a feature that allows companies to have artificial intelligence agents answer customer service calls. The Agentforce product, which also includes text chat, now ...

That is just a three-year window, and you may expect that high-profile firms like those on the 500 list may value the traditional human touch — and pay for it — more so than less deep-pocketed ...

The company’s customer service costs are down by about 10%, despite an uptick in bookings, CFO Ewout Steenbergen said.