Health insurance companies such as UnitedHealthcare and Florida Blue are increasingly leaning on generative artificial ...

Here are 10 ways AI is reshaping customer service and how businesses can overcome the challenges of AI adoption.

USPS Vice President for Customer Experience Marc McCrery said the agency is looking to switch its call center platform to a ...

It’s long been known that excellent customer service is critical for companies’ bottom lines, and the numbers continue to support that. Research from The Harvard Business Review found that customers ...

Call centers must balance optimizing performance with adherence to strict regulatory requirements-such as those specified in the Telephone Consumer Protection Act (TCPA), Telemarketing Sales Rule (TSR ...

The U.S. Postal Service ... with AI on the forefront” — a push that the agency expects to see come to fruition in a few months. “In the summer, we're going to be switching our call center ...

For many B2B companies, addressing this situation is now accompanied by AI to enhance the customer experience. An organization’s customer service management (CSM) solution is much like the body ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker.

Learn More Observe.AI ... a call) priced lower than more involved tasks (such as processing an insurance claim). According to Jain, businesses can expect to save between 70-80% on customer service ...

The world's largest call center operator, Teleperformance, is rolling out artificial intelligence to modify the accents of its Indian customer service agents ... This AI system softens an agent ...