Balance is key. Automation saves time and cuts costs, but human interaction is essential for complex moments like onboarding or troubleshooting. Personal touch matters. High-value customers benefit ...

In the high-stress arena of air travel, where delayed or canceled flights can leave passengers marooned in terminals and tethered to lengthy customer service calls, American Airlines' strategy to cut ...

Automation, like any other technology, can either augment human capabilities and foster stronger business relationships or degrade them. Take email, for example. After decades of use, most recognize ...

We're all living in a world of rapid change. The way we work has been fundamentally altered by the COVID-19 pandemic, and many businesses have had to adapt to hybrid and remote work models. In my ...

TORONTO--(BUSINESS WIRE)--Today Ada, the AI-native customer service automation company, announced a series of AI management and coaching capabilities that upskill its AI Agent and set businesses on ...

Businesses considering integrating artificial intelligence into their customer service workflows might be interested in a new video created by IBM. During which Manish Goyal, a Senior Partner at IBM ...

TEL AVIV, Israel--(BUSINESS WIRE)--Today CommBox, the pioneer in AI-powered customer communications, is launching its new generative AI solution. Designed for medium to large businesses across a range ...

From manufacturing and logistics to finance and customer service, automation is redefining how work gets done.

Asking a customer multiple times what their problem is a fundamental example of customer service agent manual toil that should be replaced with automation, says an executive at a company specializing ...

Philipp Heltewig, who was CIO at marketing firm Sitecore before it was sold to private equity group EQT in 2016, joined forces with Sascha Poggemann and Benjamin Mayr eight years ago to found Cognigy, ...

When used well, lifecycle automation can help companies collect leads, convert clients and create fans. Here’s a look at what it is, how it works and how to get started. Your business needs more ...

Expertise from Forbes Councils members, operated under license. Opinions expressed are those of the author. Customer service is in a state of crisis—fueled by the loss of talent during the pandemic, ...