If you’ve tried to deal with a bot before you can speak to a human customer service rep, you know how frustrating that process can sometimes be. Sure, there are basic tasks that can free up a human ...

Customer service is one of the most popular business applications of automation and bot technologies. Applied successfully, chatbots not only cut costs but improve customer satisfaction. In contact ...

Robots have taken over customer service jobs to replace humans in the alternate universe of Customer Service Bot’s Rules for the Drive-Thru, written by Cinna Jude and directed by Krystal Glover. The ...

Forbes contributors publish independent expert analyses and insights. I write about the impacts of computing & technology in manufacturing. This article is more than 5 years old. Chat bots are ...

If you don’t understand the customer journey, you may as well be selling blind. Luckily, chatbots are helping brands gain a deeper understanding of the customer journey — and take better control of it ...

This all started so simply. ASOS customer Nick just wanted to know the status of his return. Due to the company’s automated customer service bots however, Nick is more confused now than when he ...

The UK-based package delivery service DPD has disabled parts of its AI chatbot service after the bot was caught swearing at customers and even insulting DPD, multiple outlets have reported. A ...

On the second floor of a high-rise office building in Richmond, Va., six bots are quietly delivering better customer service. Would you like to meet them? Ada handles claims. Walter III specializes in ...

Salesforce announced new tools for its customer service platform that use artificial intelligence to make agents' jobs easier. Among other things, Salesforce's Service Cloud now has AI augmented bots ...

Advances in artificial intelligence are driving wider adoption of conversational AI and turning over more mundane customer service functions to chatbots. There's been an artificial intelligence ...