Recently I received an email saying that the flight departure time for an upcoming family vacation had changed from 6:30 a.m. to 6 a.m. My wife and children — who already thought the 6:30 departure ...

Generative AI is designed to please humans, but maybe not in the case of customer service chatbots dealing with angry ...

To determine whether AI-powered automation is likely to help your business or lead to challenges, I advise putting yourself ...

51% of U.S. small businesses have now adopted AI for customer service, but 83% would still prefer speaking to a real person rather than an AI. Businesses risk losing trust, sales and customer loyalty ...

Gartner recently forecast that by 2030, the cost per resolution for generative AI (GenAI) in customer service will exceed $3, surpassing the average cost of many B2C offshore human agents. Simplified: ...

Service businesses are built on trust, emotion, and problem-solving in real time. Even if you gain short-term efficiency with technology, you risk losing the thing that creates loyalty, referrals, and ...

A real phone call shows AI trying to act like a human but failing, making it clear that businesses should reconsider replacing people with artificial intelligence. PORTLAND, Ore., March 4, 2026 ...

Eitan Cohen is CEO of TechSee, a Visual AI company transforming customer service for ISPs, Smart Home, CE and Home Security brands. Over the past year, a noticeable shift has taken place in customer ...

The push to automate customer service is no longer theoretical, and investors are starting to ask whether AI chatbots are costing companies repeat revenue. A Gartner survey on AI in customer service ...

Another day, another report that finds customer service representatives and contact center agents will lose jobs to artificial intelligence. This time the researchers come directly from one of the ...

Artificial intelligence is no longer limited to research labs or experimental technology. Today, many organizations use AI to analyze data, automate processes, and improve customer experiences.

Oregon’s Employment Department released a sweeping 108-page action plan March 5 aimed at overhauling its customer service, modernizing its technology, and strengthening its workforce system to better ...