Generative AI is designed to please humans, but maybe not in the case of customer service chatbots dealing with angry ...

More complicated issues such as contract or billing disputes or logistics snafus amplify the work of coordinating customer ...

You’ve got to hand it to people who work in customer service and those who handle complaints. They’re in thankless jobs that ...

Innovation starts with understanding your customer. This simple framework helps uncover real problems and engineer meaningful solutions. Too many companies launch new products or services without a ...

I have a favorite customer service anecdote that I’ve been using in most of my workshops for many years. Some may even say that I need a new story! However, the reason I stick with this story is ...

The current era of efficiency and optimization has ushered in AI assistants and automation to help get the job done faster. While these tools undoubtedly accelerate performance, companies should not ...

(NNPA Newswire) – American Airlines continues to suffer a string of customer service problems, including severe charges of racial discrimination, sparking worldwide condemnation and a rethinking of ...

By smoothing out grammar, chatbot-assisted complaints may convince decision makers that a case is more legitimate.