We live in a world where politeness is a performance—and nowhere is that more apparent than in customer service. Whether you’re frustrated with a late delivery, disputing a charge, or just confused by ...

The Department of Homeland Security (DHS) achieved its goal set out by Secretary Alejandro Mayorkas to reduce the total amount of time the public spends accessing DHS services by 20 million hours as ...

Over the past few months, I have enjoyed working with one of the world’s largest financial services companies to help create its multi-year customer service automation/AI road map. We have examined ...

For years, customer service has frustrated both businesses and consumers. Long wait times, disjointed communication, and inconsistent service have dissatisfied many customers, creating significant ...

Jon Yates wants to help you. As the official problem solver at the Chicago Tribune, he specializes in getting companies--and government bureaucracies--to do what customers want. Whether you've been ...

Editor's note: This article is Part 1 in a four-part series where we explore the reporting and article-writing differences between artificial intelligence and humans on the same topic (AI-augmented ...

Benevolent by nature, Kartik Jobanputra is a serial entrepreneur and a pro skydiver. He lives life king-size. Founder & MD of smartt-ai.com. Customer service is evolving quickly thanks to the power of ...

Businesses are facing challenges in realizing returns on AI investments, as models excel in complex tasks but struggle with ...

Rapid business expansion is great, but it brings financial, employee and customer service challenges, too, which require strategic management. Strong leadership and a multifaceted approach are key for ...

At its Knowledge 2025 event last week, ServiceNow unveiled a new AI-powered CRM platform and an increased focus on the CRM market that challenges traditional approaches and established leaders.