A hallucinating customer support bot—and a viral backlash—shows how fast things can go wrong in the age of AI automation.

At the recent Zendesk Relate 2025 conference, I spent some time with the company’s EMEA CTO, Matthias Goehler, to better ...

GenAI can analyze large sets of data, including every customer interaction, the customers' sentiments before and after interacting with the agents and their actions on the company’s website. Using ...

Artificial intelligence (AI) can be leveraged by hospitality companies to meet or even exceed customers' expectations, ...

A key achievement in Sudheer’s career has been the deployment of AI technologies that have drastically improved efficiency in ...

Telco consumers increasingly expect a more personalized relationship with their service provider – they appreciate efficient ...

Verizon said an AI assistant for the company's customer service representatives built using Google models had cut down on ...

The customer service landscape is experiencing a revolution—driven by automation and generative AI. While traditional ...

Artificial Intelligence is transforming industries, automating tasks that once required human labor. The World Economic Forum ...

AI is the next big thing in customer service. At least, that’s what everyone says. And they’re not wrong. Businesses are ditching clunky old chatbots in favor of smarter AI agents, promising ...

Generative artificial intelligence has usurped its traditional counterpart as the next growing technology taking the payments industry by storm.