I was in the middle of one of those customer service “chats” yesterday when I violated one of my deeply held personal rules. I am moving to a new place, and I had a very simple question: Does my ...

Earlier this month, Uber cut about 10 percent of its customer support team as part of a broader effort to “simplify operations, strengthen in-person collaboration, and continue to embrace AI,” a ...

For decades, artificial intelligence researchers and chatbot developers have been chasing the vaunted Turing test -- in this context, a bot's conversational responses and cues passing as those of an ...

Growth is a crucial component of any business, and sustainable growth is impossible without customer service. More customers inevitably means higher support volume. And without the resources to ...