Expertise from Forbes Councils members, operated under license. Opinions expressed are those of the author. In the realm of customer service, a monumental shift is underway. Outdated legacy software ...

Explore the top 18 generative AI tools revolutionizing customer service, from advanced chatbots like Cognigy and IBM WatsonX Assistant to comprehensive platforms like Salesforce Einstein Service Cloud ...

Insider Intelligence publishes thousands of research reports, charts, and forecasts on the Connectivity & Tech industry. You can learn more about becoming a client here. Below is some pertinent ...

I’m on the phone with a startup executive roleplaying as a frustrated customer, and a note along with a speedometer icon appears on my computer screen: Speaking slowly — You are speaking slower than ...

The advent of generative AI models has ignited an era of fascination and experimentation, yet the tangible economic implications of their widespread implementation have largely remained a mystery. In ...

When a Microsoft customer service agent like Azure support escalation engineer Michael Simons takes a case out of his queue, he never knows what kind of inquiry will appear in his chat window. Will it ...