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For organizations looking to integrate AI-powered voice assistants, some key questions must be answered to ensure success.

Getting customer service right is not just about finding solutions—it’s about learning from what others get wrong.

A class of consumers claims Google violates the California Invasion of Privacy Act, which prohibits the unauthorized ...

We've all done it - shouted "customer service representative!" at the phone until we were finally given the chance to speak to a real, live person instead of a robot. But what if those robots could ...

As Han Butler, president and co-founder of ROI CX Solutions explains, AI can play an important role in call center operations — but only when it is used correctly.

Automatic callbacks can improve customer satisfaction and lower costs, but some companies would rather avoid calls altogether.

According to a December 2024 Gartner survey, 85% of customer service leaders plan to explore or pilot customer-facing conversational generative AI solutions in 2025. According to a separate Gartner ...