ChatGPT can't single-handedly run a contact center, but it can lighten agents' workloads. OpenAI's free chatbot tool, ChatGPT, initiated a wave of interest in generative AI (GenAI) technology after ...

It is becoming a reality to install AI customer service assistants on e-commerce sites to complete pre-purchase consultations in real time. "Brand Agents," provided by Microsoft, allow brands to place ...

Customer service email may not attract as much attention as chatbots or AI-powered support tools, but it remains one of the most reliable channels organizations use to communicate with customers. For ...

Anticipatory customer service is the direct way to trigger the emotions that lead to customer loyalty. Here’s how to make this ultimate level of customer service happen, again and again. Anticipatory ...

Artificial intelligence has gone mainstream. The term is now regularly appended to all manner of tools and technologies, even when it’s unclear exactly what role AI plays in delivering desired ...

Zendesk has mostly confined itself to customer service scenarios, but it seems that’s not enough anymore. If you want to truly know the customer behind the interaction, you need a customer system of ...