During the COVID-19 pandemic, Assemblymember Rick Chavez Zbur was helping his mom get medication, but what he thought would ...

Telecom providers are ditching clunky decision-tree chatbots for autonomous AI agents, and it should make customer service a ...

What began as a simple attempt to delete an account quickly spiraled into a frustrating marathon of chatbots, customer service loops, and outdated systems—plus a few takeaways that can help you avoid ...

When customers see a real person's face and bio rather than a corporate logo, they perceive agents as friendlier and better ...

More and more workplaces are leaning on artificial intelligence for onboarding, customer service and human resources. But not ...

Sophisticated chatbots use machine learning, natural language processing, and large-language models to handle more complex ...

A number of travel companies want you to pay extra to bypass the bot and talk to a human. The Travel Troubleshooter opines on ...

Original survey data shows that nearly nine out of 10 consumers prefer to speak with a human representative over an AI ...

What started as a simple click to delete turned into a time-consuming battle with chatbots, customer service, and outdated ...

As AI chatbots frustrate travelers during disruptions, some travel companies are considering charging extra to reach a human.

Online classes are moving quickly to teach people how to use chatbots at work.

The most advanced organizations are using adversarial simulation to stress-test AI against edge cases, confusion, and hostile ...