If you don’t understand the customer journey, you may as well be selling blind. Luckily, chatbots are helping brands gain a deeper understanding of the customer journey — and take better control of it ...

We all understand why companies want to offload their customer service to bots and hard-to-find remote “representatives” distributed all over the world: it saves money. The last resort of customer ...

Service bots are revolutionizing the marketplace, from traditional retail and food-and-beverage to health care. These autonomous systems, from physical robots to digital chatbots, are designed to ...

The following chart shows that 63% of respondents said they could detect a chatbot when it was being used in customer service interaction. Sinch did not specify any parameters around the definition of ...

Many enterprises that offer flexible genAI-powered customer service chat functions are seeing other businesses using them as a free tool to save on tokens. It’s a nasty problem, but the cure is likely ...

There appears to be a recent epidemic of users hijacking companies’ AI-powered customer service bots to turn them into generic AI assistants. The goal is to get the branded bots to do their bidding, ...

Companies use often-annoying chatbots to interact with customers. So here is what’s on my tech wish list: my own chatbot whose job is to deal with those annoying company bots. All the reasons ...

If your businesses is increasingly using AI to handle customer service requests, consider just how much authority you want ...