You call customer service to help solve an issue. Then an annoying AI bot wastes your time and leads you in circles. Next ...

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 ...

When Dolores Taylor needed to update her bank information with the Social Security Administration (SSA) earlier this year, the 84-year-old Alaska resident called her local Social Security office and ...

Bots will overrun humans on the internet in generative AI's next massive disruption. Why it matters: The internet connected humanity — but an AI-driven shift to a machines-first network will force us ...

Air Canada’s chatbot made headlines in 2023 for giving a customer incorrect refund information—and the airline was held liable. A Canadian court found Air Canada liable for negligent misrepresentation ...

Overview:  AI handles routine questions instantly, while humans focus on complex and emotional issues. Done right, support feels more personal, not automat ...

Earlier this week, billionaire investor and "Shark Tank" star Kevin O'Leary said artificial intelligence has become one of the smartest investments small business owners can make, calling AI-powered ...

Axis Max Life Insurance has enhanced customer experience by introducing an AI-powered Core-Converse email bot, reducing customer email query resolution time by 30%. This system automates up to 80% of ...

Verizon’s integration of Google’s Gemini AI into its customer service chatbot has been met with heavy criticism from both customers and employees. Complaints range from poor issue handling and endless ...

Several forces contribute to this cycle of AI hype and disappointment. 1. Marketing pressure: Calling a product AI-powered ...

AI may replace 20-30% of customer service agents by 2026, per tech research firm Gartner.