Generative AI is designed to please humans, but maybe not in the case of customer service chatbots dealing with angry ...

The companies that win won’t be the ones that replace people but the ones that use AI to make their people exceptional. Service businesses are built on trust, emotion, and problem-solving in real time ...

A new report suggests there is a widening gap between consumers' expectations for customer service in the era of AI, and the ...

New research draws the line between AI customer service that builds loyalty and AI deployment that drives churn — with ...

PORTLAND, Ore., March 18, 2026 /PRNewswire/ -- The Federal Communications Commission (FCC) is considering new rules requiring customer service agents to be based in the United States, with the ...

As organizations add AI to customer support, many are seeing an avoidable downside when the balance is wrong. Repeat contacts rise, escalations increase, and customers feel trapped. Business Training ...

As AI-powered CX proliferates, organizations should use it to amplify what human agents are good at — developing emotional ...

Consumer comfort with AI tools has reached an "inflection point," TD Bank's Ted Paris said, but they still want human agents ...

AI is helping customer service teams work faster, but poor coordination between systems is preventing those gains from ...