Cisco Systems Inc. is upgrading Webex with new artificial intelligence features designed to make customer service teams more productive. The company debuted the update today at the Enterprise Connect ...

Airbnb hears you and is launching a bunch of new features to improve the experience from the beginning of your search all the way to checkout. On Wednesday, the rental platform announced a new way of ...

Forward-looking: Most people dread calling customer service numbers because it usually means navigating a menu of automated options and then waiting on hold while listening to elevator music, ...

The past two years have seen a massive surge in artificial intelligence, especially generative AI and the large language models (LLMs) that fuel it, leaving companies and customer experience leaders ...

Augmented reality (AR) is enhancing customer service in various ways. This includes bolstering personalization for customers, assisting technology companies in guiding non-technicians through product ...

Airbnb’s summer release is usually a grand affair with tons of updates for guests and a few for hosts. This time, however, the company is introducing just a few updates for group booking along with a ...

Explore the top 18 generative AI tools revolutionizing customer service, from advanced chatbots like Cognigy and IBM WatsonX Assistant to comprehensive platforms like Salesforce Einstein Service Cloud ...

When a Microsoft customer service agent like Azure support escalation engineer Michael Simons takes a case out of his queue, he never knows what kind of inquiry will appear in his chat window. Will it ...

Quiq reports nine key customer service challenges, emphasizing setting clear expectations, training for empathy, and ...

What's the fate for customer service and support agents, particularly? One analyst firm says, "Yes, generative AI will replace customer support agents." Gartner released a prediction this week that ...