Customer service is being automated. Will bots take over those jobs? Forrester analyst Christina McAllister advises companies to keep human agents involved in those calls and chats. That’s because ...

Robots have taken over customer service jobs to replace humans in the alternate universe of Customer Service Bot’s Rules for the Drive-Thru, written by Cinna Jude and directed by Krystal Glover. The ...

One red-hot category in the generative AI space is customer support, which isn’t surprising, really, when you consider the tech’s potential to cut contact center costs while increasing scale. Critics ...

Airbnb started rolling out an AI-powered customer service bot in the U.S. last month, CEO Brian Chesky said during the firm’s first-quarter conference call on Thursday. Chesky said 50% of Airbnb’s U.S ...

You’re gonna love me for this. Say you’re calling customer service because you need help. Maybe your bill is wrong, your service is down or you want a refund. Instead of a person, a cheerful AI voice ...

The cloud software company is aiming to meet the changing customer service needs of consumers with its new blended conversations tool. SaaS provider Zoho has launched several new tools for Zoho Desk, ...

If you’ve been on the phone with customer service recently, there’s a good chance your first interaction was with a bot, or maybe automated voice, telling you to press some number to get to a menu to ...

We all understand why companies want to offload their customer service to bots and hard-to-find remote “representatives” distributed all over the world: it saves money. The last resort of customer ...

The UK-based package delivery service DPD has disabled parts of its AI chatbot service after the bot was caught swearing at customers and even insulting DPD, multiple outlets have reported. A ...

Glance releases its 2026 CX Trends Report, revealing how last year’s rush toward AI reshaped — and often damaged — customer service experiences Survey of more than 600 U.S. consumers shows frustration ...