Tough conversations are generally difficult to initiate and respond to. Whether they occur in personal or professional life, we are hard-wired to act, react and emotionally invest -- and that makes it ...

Have we as customers become more realistic? Or have we just given up? Maybe, after years of talking about excellence in service, brands have finally met our expectations. And some smart companies have ...

Businesses are turning to AI chatbots to deal with customer service. The new tech saves them money, but it's leaving a lot of ...

Customer service is at its own “faster horses vs. automobiles” moment.

Silverback AI Chatbot today announced a significant expansion of its conversational intelligence framework, introducing new ...

Dealing with conflict is no easy feat—especially when it’s coming from an upset customer. Whether it’s problems finding information on your website or frustrations with a particular product or service ...

Brands are using conversational interfaces to deliver customer experiences, but there's a catch: designing these conversations may be harder than they thought. Companies are awakening to the value of ...

Artificial intelligence communications and conversation platform Sendbird Inc. today announced the launch of Sendbird Voice AI, a voice automation solution for customer service designed to take the ...

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For this conversation, NJ spoke with Pasquale DeMaio, Vice President of Customer Experience services at AWS, an organization he founded in 2015. He is responsible for ensuring that Amazon Connect ...

Salesforce has announced a swathe of updates to its Service Cloud, which it believes will help companies connect their customer service operations - from DevOps teams, through the contact center, all ...