As a result, FSIs are channeling significant investments into areas like artificial intelligence (AI), customer-centric ...

CEO Marc Benioff said he doesn’t want “bolt-on” AI, but Agentforce does connect to many other Salesforce services.

So, back to the question. Should customer service agents know all the answers? While as customers we want them to, realistically, they cannot. Leading organizations are working however to empower ...

Customer service is seen as one of the sectors where AI could have the biggest impact.

And the most successful companies are recognizing that, to get CX right, you also need to focus on customer service agents, because they are a pivotal component of CX. There is a very close ...

The best customer support departments have created intuitive self-service solutions that help customers get answers to basic or recurring questions. This allows agents to focus on more complex and ...

American Airlines reached a new contract with customer service agents after more than one year of negotiations. Base pay, job security, and healthcare benefits were key concerns for customer ...

Chatbots help supplement human customer service agents by being available 24/7 and handling basic queries, such as the type of questions you might find under an FAQ. Chatbots are computer programs ...

or report a missing issue you can do so on our magazine customer care site. Self Tests If you would like to access the results of a test you have already taken, or upgrade your test to see your ...

The latest release of ServiceNow’s flagship offering features ServiceNow AI Agents for customer service management and ITSM in a bid to inject intelligence into enterprise workflows. ServiceNow ...

Customer service representatives work as a liaison between a company or organization and the people who use its products or services. They answer questions, address concerns and complaints ...