A study analyzing 500,000 customer service interactions shows chatbots struggle with complex issues while human agents excel ...

Tough conversations are generally difficult to initiate and respond to. Whether they occur in personal or professional life, we are hard-wired to act, react and emotionally invest -- and that ...

2. Mirror The Customer's Feelings. When speaking with customers, I have found it best to mirror the client's feelings. If they are upset with your service, you are upset too.

Conversations with customer service representatives are usually pretty bland, or even painful if you’re trying to resolve a problem. As it turns out, this isn’t always the case – so we rounded up the ...

Here are Salesforce's three best practice recommendations for every organization integrating AI into their service approach.

And, of course, you still need to employ human agents in the most valuable customer service conversations. Therefore, CX success in this next chapter of our economy won’t be determined by those ...

Netomi Inc., a provider of customer-service chatbots, said it has raised $30 million in a Series B funding round that values the company at $210 million, up from a valuation of $67.5 million in 2019.