Quiq reports on the role of automation in customer service, highlighting tools like AI for questions, ticket classification, ...

An investigation by the Maryland Public Service Commission found “systemic failings” in BGE’s customer call center, and the ...

Government reporters Lisa Rein, Meryl Kornfield and Hannah Natanson can be reached securely on Signal at (202) 821-3120, (301) 821-2013 and (202) 580-5477, respectively. The Social Security ...

I would rather talk to a person than an automated customer service call. I strongly dislike the menu option recording that says, “press 1 if …, press 2 if …, press 3 if … “ Almost 4 out of 5 customers ...

The day the Oklahoma Tax Commission (OTC) launched its new cloud-based call center, its Taxpayer Resource Center processed 105 more calls than usual and reduced its time to write call summaries. The ...

As part of its ongoing customer service transformation, Virgin Media O2 has created and launched its own AI tool, Lumi AI, that helps agents by analysing conversations in real-time and providing ...

From flawed data to legal fallout, hallucinations are a growing risk in AI-powered support. This guide shows how to reduce the damage. Generative AI is everywhere in customer service these days. It ...

WTF?! Across the United States, consumers are confronting a new kind of obstacle when seeking help from companies and government agencies: a maze of automated systems, endless wait times, and ...

One year ago, Microsoft launched its Contact Centre as a Service (CCaaS) solution, powered by AI. In just 12 months, it has already helped reshape how organisations connect with their customers, ...

In hindsight I’ll say: I always thought going crazy would be more exciting—roaming the street in a bathrobe, shouting at fruit. Instead I spent a weary season of my life saying representative.

Ryobi has won over DIYers, tradespeople, and casual tool users alike with a host of handy tools over the years, making it possible to build an expansive neon green arsenal. Throughout the history of ...