If content is king then conversation just might be an outranking Emperor. In this age of digital transformation, it's easy to forget the importance of human-to-human interaction in business. However, ...

Tough conversations are generally difficult to initiate and respond to. Whether they occur in personal or professional life, we are hard-wired to act, react and emotionally invest -- and that makes it ...

Salesforce has had over one million AI agent-customer conversations. The company launched AI agents on its Salesforce Help site in October 2024, a full-screen experience that makes getting support ...

Ada's Generative Actions offers an end to scripted chatbot limitations, enabling AI chatbots to take informed, personalized actions that support customer needs TORONTO , Oct. 11, 2023 /PRNewswire/ -- ...

In our latest startup conversation, I sat down with two executives of AptEdge, a firm using natural language processing to improve customer service. Aakrit Prasad (pictured, right) is the co-founder ...

Expertise from Forbes Councils members, operated under license. Opinions expressed are those of the author. Customers tell us far more about what they think and feel than we might realize. In the new ...

Customer service and support platform Intercom this week unveiled the latest phase of its mission to infuse AI into every step of customer service, introducing Fin AI Copilot, an intelligent assistant ...

Traditionally, customer service was confined to phone calls and emails. However, the advent of social media has shifted this paradigm. Platforms like Facebook and Instagram now serve as touchpoints ...

Wine Enthusiast, an online retailer of all things wine, used genAI to monitor tens of thousands of customer calls, gaining insights into why consumers were calling and using that data to quickly catch ...

LAS VEGAS — T-Mobile has been directing more of its customer service calls to actual human beings. What a concept! And as a consequence, its Net Promoter Scores, which measure the likelihood to ...