Automaker Hyundai has a new employee working in one of its showrooms in Seoul, Korea. The employee is an AI-powered automated robot called DAL-e that provides customer services at the showroom. The ...

If you have a problem or a question for the budget airline, you now have to contact them through a live chat on their website, WhatsApp, or social media. The cost-cutting move sparked a larger ...

The ChatGPT app's support bot hallucinates the program's features. OpenAI currently has no in-app bug reporting, a serious omission. Recent chats show the support bot has gotten more knowledgeable.

Consumers have adjusted their e-commerce expectations during the pandemic, with studies showing that shoppers are more tolerant of delivery delays and other issues. However, the adoption of these new ...

There’s a disconnect between the front office and the back office, and it’s happening at the worst time. Best-in-class customer service is critical right now, but when the customer service team isn’t ...

Many of us dread making a customer service phone call. In response, companies have turned to interactive voice response systems — IVRs — to handle customer inquiries, save money, and simplify things.

Consumers aren't loving their credit card companies' chatbots and automated phone options, a new J.D. Power survey found, highlighting a challenge for the industry as it looks to cut costs. Customer ...

When you have to call a customer service line, where's your patience on a scale of 1-10? "Most people start at a nine or nine-and-a-half," says Amas Tenumah, who wrote a book called Waiting for ...

Expertise from Forbes Councils members, operated under license. Opinions expressed are those of the author. Automated customer support, whether you're calling in or interacting with a chatbot online, ...

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 ...

Phone menus, also known as Interactive Voice Response (IVR) systems, could be a blessing when all goes well, but extremely frustrating when all a consumer wants is a human representative. How would ...