News

An AI Customer Service Chatbot Made Up a Company Policy—and Created a Mess
The incident began when a Reddit user named BrokenToasterOven noticed that while swapping between a desktop, laptop, and a ...
Customer service hasn’t changed, but how we handle it has, Zendesk EMEA CTO says
At the recent Zendesk Relate 2025 conference, I spent some time with the company’s EMEA CTO, Matthias Goehler, to better ...
Company apologizes after AI support agent invents policy that causes user uproar
When the user contacted Cursor support, an agent named "Sam" told them it was expected behavior under a new policy. But no such policy existed, and Sam was a bot. The AI model made the policy up, ...
CMSWire4d
Coffee, Contact Centers and Closing the Customer Feedback Loop
Close the loop with care. Deborah Bearden trains associates to respond meaningfully to customer feedback—no generic templates ...
The Quad-City Times5d
Associate judge announces campaign for circuit judge seat that covers Rock Island County
Tionn Fambro Carter is seeking the Democratic nomination for the seat, which will be open in 2026. She already serves as an ...