In today's digital age, one truth remains constant: the undeniable importance of human-to-human (H2H) interactions. While technologies like Business-to-Consumer (B2C) and Business-to-Business (B2B) ...

Today, artificial intelligence (AI) has become a cornerstone of customer service and many companies are touting their automated systems as the pinnacle of efficiency and convenience. A rude awakening ...

The integration of AI in customer service isn’t about choosing between technology and humanity—it’s about using machine intelligence to strengthen human relationships. The Fast Company Executive Board ...

You're frantically trying to resolve an issue with a recent online purchase. It's late, you're frustrated, and you need help now. You reach out to customer service, dreading the thought of navigating ...

We’ve entered a new era of customer service excellence where AI is playing an increasingly central role. In fact, Gartner predicts that by 2025, 80% of customer service and support organizations will ...

Expertise from Forbes Councils members, operated under license. Opinions expressed are those of the author. There’s nothing quite like the personal touch of a knowledgeable customer service agent when ...

Balance is key. Automation saves time and cuts costs, but human interaction is essential for complex moments like onboarding or troubleshooting. Personal touch matters. High-value customers benefit ...

Businesses are rapidly adopting AI solutions to streamline interactions, handle vast amounts of customer inquiries, and offer swift responses. However, as efficient as AI is, it comes with a caveat: ...

Businesses risk losing trust, sales and customer loyalty when they rely primarily on AI for customer service. When customers ...

Decades from now, when historians look back upon the first five years of the 2020s, two critical developments will stand out as era-defining features: COVID and Artificial Intelligence (AI). While ...

SAN RAMON, Calif.--(BUSINESS WIRE)--Five9 (NASDAQ: FIVN), provider of the Intelligent CX Platform, today released the results of a consumer survey, aimed at helping organizations understand how ...

For the best experience, please enable JavaScript in your browser settings. In today’s digital age, one truth remains constant: the undeniable importance of human ...