Consumers are increasingly adopting unofficial third-party genAI tools, such as ChatGPT, Google AI Overviews, and Apple Intelligence, to resolve their customer service issues, the research firm found.

For years, customer service has frustrated both businesses and consumers. Long wait times, disjointed communication, and inconsistent service have dissatisfied many customers, creating significant ...

To learn more about the CNBC CFO Council, visit cnbccouncils.com/cfo Many consumers say early experiences with customer support chatbots feel more like deflection ...

Did our AI summary help? AI customer service startup Netomi has raised USD 110 million in a Series C funding round led by ...

Entertainment companies are very different when it comes to their complaint, request and troubleshooting practices. How a platform handles these interactions can make or break a user’s loyalty – ...

On October 23, the Federal Communications Commission (FCC or Commission) issued a Notice of Inquiry (NOI) focused on customer service across a wide array of communications companies, expressly ...

How to Measure and Improve Customer Service for Growth High-quality customer service is often a defining factor in a company’s success. At its core, customer service is about meeting the expectations ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. In the 1980s, Jan Carlzon was tasked with turning around ...

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In Aesop’s fable “The North Wind and the Sun,” the two forces of nature argue over who is stronger. To settle the debate, they test their power on a passing traveler by trying to remove his cloak. The ...

PITTSBURGH — Officials with Pittsburgh Regional Transit are reporting disruptions to their customer service phone lines. Riders trying to call a customer service representative may not be able to ...