We all understand why companies want to offload their customer service to bots and hard-to-find remote “representatives” distributed all over the world: it saves money. The last resort of customer ...

When artificial intelligence (AI) first entered the customer service landscape, organizations viewed the technology primarily as a way to reduce head count, automate routine inquiries, and minimize ...

It’s long been known that excellent customer service is critical for companies’ bottom lines, and the numbers continue to support that. Research from The Harvard Business Review found that customers ...