We're all living in a world of rapid change. The way we work has been fundamentally altered by the COVID-19 pandemic, and many businesses have had to adapt to hybrid and remote work models. In my ...

'Customer service' has all but eliminated on-site staff with decision-making power and has normalized elaborate, ...

OpenAI’s ChatGPT is the hottest artificial intelligence (AI) app in cyberspace right now, wowing users with its ability to come up with seemingly human text, including articles, stories, computer code ...

Do you want to work remotely, from home, as a customer service agent? If you do, you're in luck! I look up new work at home ...

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

Another day, another report that finds customer service representatives and contact center agents will lose jobs to artificial intelligence. This time the researchers come directly from one of the ...

From graph databases to automated machine learning pipelines and beyond, a lot of attention is paid to new technologies. But the truth is, none of it matters if users aren’t able to handle the more ...

Thanks to a trio of pandemic-era shake-ups -- job vacancies, work-from-home, and chattier callers -- customer-service wait times are soaring in the US. The average length of a service call rose by ...