The tech could also automate more customer service jobs formerly staffed by humans. “With Amazon Connect, in addition to evolving customer service, we’re also fundamentally reimagining how ...

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 ...

Opinions expressed by Digital Journal contributors are their own. Many companies struggle to provide consistently high-quality customer service, facing challenges such as slow response times, ...

People are generally skeptical of customer service chatbots, and many outright despise them. In a recent Gartner survey, 64% of consumers said that they’d prefer companies didn’t use AI of any kind — ...

Salesforce, Inc. (NYSE:CRM) disclosed a collaboration with Singapore Airlines (SIA) to enhance the customer case management system. As per the deal, SIA will implement Agentforce, an AI-powered system ...

Artificial intelligence has gone mainstream. The term is now regularly appended to all manner of tools and technologies, even when it’s unclear exactly what role AI plays in delivering desired ...

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 ...